# FAQ

Is an important question missing? We would be pleased if you could submit it to us via a [ticket](https://support.payrexx.com/en/support/tickets/new).

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<summary>Are refunds and chargebacks the same?</summary>

No. A refund generally refers to any [payment](/merchant/english/account/payments.md) returned to a customer. Therefore, [refunds](/merchant/english/payment/functionalities/refunds.md) are not necessarily related to disputes.

Chargebacks are refunds to the cardholder's account after they have disputed a transaction through their bank.

</details>

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<summary>Who decides the outcome of a dispute?</summary>

The decision on whether a dispute is resolved in favor of the merchant or the shopper is always made by the shopper's bank (the credit card issuer). Payrexx has no influence over this decision.

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<summary>How much time do I have to submit evidence?</summary>

When a dispute is opened, we will inform you of the deadline for submitting evidence.

</details>

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<summary>How much is the dispute fee?</summary>

The fee is CHF/EUR 35,00 per dispute.

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<summary>What is a chargeback ratio?</summary>

The chargeback ratio (or chargeback rate) measures the relationship between the number of transactions and the number of opened disputes. If you have to process one chargeback out of 100 transactions, your chargeback ratio is 1%. Please note that even won disputes are included in the chargeback ratio. Therefore, it is more important to prevent disputes from arising in the first place. Learn more about [preventive measures](/merchant/english/payment/disputes/prevention.md).

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<summary>What is friendly fraud?</summary>

[Friendly fraud](/merchant/english/payment/disputes/prevention/fraudulent.md) is less friendly than it sounds. It occurs when a cardholder purchases a product or service and then disputes the transaction with their credit card issuer. This type of fraud is termed "friendly" because the claims made by the shopper during the dispute often sound honest and credible.

Friendly fraud occurs when the shopper claims:

* They do not remember making the purchase.
* The order was not delivered.
* The delivery does not match the description from the shop.
* They returned the order to the merchant but did not receive a refund.
* The order was delivered even though they had canceled it.

Depending on the case, these claims may be true or fabricated.

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