Step 1: Go to the Commerce Control center and sign-up if this is your first time, or login if you already have an account. Be prepared to access your email on record with CardPointe/Clover multiple times if you are signing up. If you are not sure what email to use,  contact Lisa so it can be looked up.

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Step 2: Navigate to the disputed charge to read the reason why the chargeback was filed.

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Step 3: Gather all tangible information such as copies of invoices, anything with the customer signature on it that ok'd the service or product, and pre-write a narration to describe the situation and why you are challenging the chargeback. Depending on the situation, you may want to call the client who filed the chargeback to try to resolve it or gather more information so you can address it better in your challenge. This is recommended on a case-by-case situation and only if you can calmly have a constructive discussion. Your focus should be on resolution, not confrontation - don't give them any reason to win this!

Hints: You have only ONE opportunity to file your challenge so you must have everything gathered into one file for the documentation submission. If you need assistance merging all of your documents, contact Lisa to merge everything into one file for you. The more documentation you have, the better chance you'll have of winning the challenge. Signatures from the purchaser go a long way, too, so if you need to update your signature policies or add the ability to collect signatures to your current POS terminal, notify Lisa.

ALSO - ensure your narrative explanation for the second notes section directly addresses the chargeback reason. 

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Step 4: Submit your challenge and check your email regularly until you receive notification of the decision. Funds are held by the payment gateway and are not refunded to the customer nor funded to you as the merchant until the case is resolved. 

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