Chargebacks and reversals (retrocesos)

A chargeback (in Spanish, retroceso or contracargo) is a forced reversal of a card payment initiated by the cardholder's . This page explains what a chargeback means and how to respond. It is distinct from the Fraud Detector tooling, which works to prevent fraudulent payments before they happen.

What is a chargeback?

When a cardholder disputes a charge with their bank — for example, because they don't recognize it, claim the goods never arrived, or report fraud — the issuing bank can reverse the payment and return the funds to the cardholder. The amount is debited from your account, and a €15 chargeback fee applies; if you choose to contest it, a further €10 dispute fee applies. These fees aren't refunded even if you win — you only recover the transaction amount, never the fees. See MONEI fees for details.

What the alert means

When a chargeback is raised against one of your payments, you'll be notified. The alert identifies the disputed payment and the reason category provided by the issuing bank (for example fraud, product not received, or product not as described). Acting quickly matters — disputes have strict response windows set by the .

How to respond

1. Identify the disputed payment in your MONEI Dashboard.
2. Review the reason category to understand what the cardholder is claiming.
3. If the charge is legitimate, gather evidence — order details, proof of delivery, customer communication, and your terms and conditions — and respond before the deadline.

Prevent chargebacks

• Enable 3D Secure / SCA — this authenticates the cardholder and shifts liability for fraudulent transactions.
• Use the Fraud Detector to automatically block high-risk card payments.
• Use a clear so customers recognize the charge on their statement.
• Publish clear terms, shipping, and refund policies, and resolve customer complaints directly before they escalate to a dispute.

Read more on chargeback prevention.