Credit Card Chargebacks

EPASS Support

23-May-2025

How are Chargebacks/Disputes Handled with Fullsteam Payments (and How to Avoid Them)

If a Customer disputes a charge (due to fraud, not recognizing the charge, etc), you may see a Chargeback.
 

KEYS TO SUCCESS & PREVENTING CHARGEBACKS/DISPUTES

1. Provide all documentation by the submission date identified in the Chargeback Notification.
2. Process credits promptly, to ensure the lowest possibility of a card holder creating a chargeback. 
3. Please ensure the cardholder is aware of additional charges and what they are for - and agree to them - before charging their card.
4. Always notify the cardholder via email or text message before charging their card if they are not present.

What happens when an EPASS Pay transaction is disputed by your Customer?
 

Chargeback Notification: You will be emailed a 'Chargeback Notification' (from Fullsteam) notifying you of the dispute. 
 

IMPORTANT: The Chargeback Notification will explain everything about the disputed charge, along with instructions about how you can provide evidence to fight the dispute. You will generally have 10 days to submit evidence.
 

What if you don't want to fight the Dispute?

To accept the chargeback, simply reply to the email notification that you receive from Fullsteam. Let them know that you agree with the dispute and accept the chargeback.

How to see Order and Transaction Details associated with a Chargeback

Fullsteam's Chargeback notification will not include an Order number. Here's how to find it so that you can further research the transaction in question.

1. Copy the transaction# from the Chargeback Notification from Fullsteam.

2. Open Merchant Track and use the Transaction search function to find the original transaction being charged back.
3. This will give you the customer information to then find the payment record in EPASS with.

The Chargeback was ruled in the Cardholder's favor. What now?

If you choose to accept the chargeback or if it is ruled in favor of the Cardholder, the chargeback is not automatically applied in EPASS.  In this case, you should add an AR adjustment reversing out the Payment and a second adjustment for the amount of the payment reducing the Invoice balance and applying that amount to the desired GL account.