FAQ
On this page, you'll find all the answers to the most frequently asked questions about disputes.
Is an important question missing? Then we would be delighted if you could send it to us by ticket.
Who decides the outcome of a dispute?
The decision whether a dispute is in favor of the merchant or in favor of the shopper is always made by the shopper bank (issuer of the credit card). Payrexx has no influence on this decision.
How much time do I have to submit evidence?
We will inform you of the deadline for submitting evidence as soon as the dispute is opened.
What is a chargeback rate?
The chargeback rate measures the ratio between the number of transactions and the number of disputes opened. If you have to make a chargeback for 100 transactions, your chargeback rate is 1 %. Please note that disputes that are won are also included in the chargeback rate. It is therefore more important to prevent disputes from arising in the first place than to win them. Find out more about preventive measures.
What is meant by friendly fraud?
Friendly fraud is less friendly than it sounds. Friendly fraud is when a cardholder purchases a product or service and then disputes the transaction with their credit card issuer. The reason this type of fraud is called "friendly" is because of the honest and credible-sounding claims that shoppers like to make when disputing such transactions.
It is friendly fraud if the shopper claims:
that they cannot remember placing the order
that the order has not been delivered
that the delivery does not match the description in the store
that they have returned the delivery to the retailer but have not received a refund
that the order was delivered to him even though he had canceled it
Depending on the case, such claims may be true or made up.
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