Overview
Purpose of this policy
This Chargeback & Dispute Policy outlines the procedures, rights, and responsibilities for both cardholders (shoppers) and merchants operating within the bartizan network when a payment dispute occurs. Our goal is to facilitate fair, transparent, and timely dispute resolution for all transaction disputes.
What is a chargeback?
A chargeback is a payment reversal initiated by a cardholder’s issuing bank. It occurs when a cardholder formally disputes a transaction on their statement. Unlike a standard refund, which is processed voluntarily by the merchant or the platform, a chargeback is a formal dispute governed by card network rules (e.g., Visa, Mastercard). The overall chargeback process is strictly regulated by these networks.
For cardholders
When to file a chargeback
Cardholders typically have the right to initiate the chargeback process for:
- Fraudulent transactions (unauthorized purchases).
- Non-receipt of goods or services.
- Items “not as described”.
- Processing errors (duplicate charges, incorrect amounts).
Our requested process
Before initiating a formal dispute governed by card network rules with your bank, we strongly encourage attempting dispute resolution directly through bartizan. Contact the merchant first, then contact bartizan support to mediate under our Money-Back Guarantee. If the issue remains unresolved, you retain the right to contact your card-issuing bank.
Friendly fraud warning
Filing a chargeback for a legitimate, authorized purchase (“friendly fraud”) is a violation of our Terms of Service and may result in the immediate suspension of your bartizan account.
For merchants
Obligations and evidence
Merchants are required to maintain high standards of customer service to minimize disputes. Merchants must retain proof of delivery, authorization, and customer communication for all transactions to serve as compelling evidence during dispute resolution.
Indemnification and liability
Merchants are financially liable for all chargebacks, including the disputed transaction amount and any associated network fees or penalties. By utilizing the bartizan platform, merchants agree to indemnify and hold bartizan harmless against any losses arising from chargebacks associated with their account.
Ratio limits
Merchants must maintain a chargeback ratio below thresholds established by card networks (generally under 0.9% of total transaction volume). Excessive chargebacks may result in rolling reserves or permanent termination of the merchant account.