Chargebacks & Disputes

In the event that you have a chargeback or dispute, you may contact Zena or Visa support to help you resolve either issue. In this article, we'll walk through the process of reporting a dispute or a chargeback.

Card Dispute​

• Unauthorized Transaction Dispute: This is the most common type of card dispute. Cardholders would submit Unauthorized Transaction Disputes when a card is lost or stolen or in other scenarios in which the sensitive card information is compromised.
• Authorized Transaction Dispute: Cardholders may submit a dispute when a transaction was authorized, but there’s been an issue with the goods that they were eligible for in return: The goods were damaged or not received, or any other type of dissatisfaction with the product or services.

Chargeback

A chargeback on a charge card occurs when a cardholder disputes a transaction with the card issuer and requests a refund. Chargebacks are typically initiated for various reasons, such as unauthorized transactions, billing errors, or dissatisfaction with the goods or services received.

The chargeback typically will follow the required steps below:

1. Cardholder Dispute: The cardholder contacts Zena or Visa to dispute a specific transaction on their statement. They may claim that the transaction was unauthorized, that they didn't receive the goods or services promised, or that there was some other issue with the transaction.
2. Investigation: Zena or Visa investigates the dispute, which may involve contacting the merchant and reviewing relevant documentation, such as receipts or communication between the parties involved.
3. Resolution: If it's determined that the dispute is valid, they may issue a chargeback to the merchant's acquiring bank. The disputed amount is then credited back to the cardholder, and the merchant may incur additional fees or penalties.

Chargebacks are intended to protect consumers from fraudulent transactions and provide a mechanism for resolving disputes. However, excessive chargebacks can have negative consequences for merchants, potentially leading to increased fees, loss of business reputation, or even the termination of their merchant account.