A chargeback happens when a member disputes a payment directly with their bank or card issuer instead of requesting a refund through Nas.com.

Because the dispute is handled through the bank, the process is different from a standard refund on Nas.com.

If a chargeback is officially recorded in the Nas.com system:

A chargeback happens when a cardholder disputes a payment directly with their bank or card issuer.

This may happen for several reasons, including:

When a chargeback is opened, the bank or card issuer reviews the case and decides the final outcome.

In some cases, a refund may fail because the member has already opened a dispute with their bank or card issuer for the same transaction.

When there is an active bank dispute, the refund may no longer process normally.

If the failed refund is officially recorded in the Nas.com system as a chargeback, the Nas.com team will notify the Business Owner by email.

If you no longer want to contest the case and prefer to proceed with the refund instead, you can inform the Nas.com team that you want to accept the chargeback. Once accepted, the case will be closed immediately.

When a member files a chargeback, the transaction amount may be placed on hold while the bank or card issuer reviews the case.

If the chargeback is eligible to be disputed and the Business Owner wants to contest it, the Nas.com team will send a dedicated form by email where supporting documents can be submitted.

📌 Business Owners should provide all relevant supporting documents that may help resolve the case in their favor.

For each chargeback case, the Business Owner may receive:

You may want to challenge the chargeback if:

You may want to accept the chargeback if:

📌 If you want to accept the chargeback, you can inform the Nas.com team so the case can be processed accordingly. Once accepted, the chargeback case will be closed immediately.

If you want to counter a chargeback, provide clear and organized proof showing that the transaction was legitimate and that the member received the product, service, or access they paid for.

Supporting evidence may include:

📌 For faster review, include:

Once the documents are submitted, the chargeback case will be reviewed through the payment provider and the member’s bank or card issuer.

Any applicable:

will be handled based on Nas.com’s current Terms of Use and the payment provider’s rules.

If the dispute is won:

If the case is resolved in the Business Owner’s favor, the chargeback amount may be returned accordingly.

📌 Although the payment gateway may still charge a chargeback fee, Nas.com covers that fee as a goodwill gesture when the case is won.

If the dispute is lost:

If the case is resolved in the member or cardholder’s favor:

If you do not respond within the required timeframe or fail to submit the requested supporting documents, the chargeback case will automatically be lost.

Once the bank or card issuer makes a final decision, the result can no longer be appealed through Nas.com.

📌 Nas.com does not control the submission deadline. The deadline shared by the Nas.com team is the same deadline provided by the bank or card issuer through the payment gateway.

Nas.com cannot cancel a chargeback on behalf of the member.

If the member wants to cancel the dispute, they must contact their bank or card issuer directly.

📌 If possible, ask the member to provide:

This information can be added to the case where relevant.

⚠️ Only the bank or card issuer can officially cancel, withdraw, or reverse a chargeback.

Even if the member provides written confirmation, the dispute case may still be lost if the bank does not officially process the cancellation on their side.

You can view chargeback transactions from your transaction list in the Nas.com portal or mobile app.

To find them:

📌 Both refunded transactions and chargeback transactions will appear under this filter.

Chargeback transactions will also display a Chargeback label in the transaction list for easier identification.

Desktop View:

Mobile View:

When a chargeback occurs, the payment gateway may impose additional fees related to processing and investigating the dispute. The fee amount depends on the payment gateway provider.

Chargeback-related fees vary depending on the dispute stage and card network.

📌 Example dispute stages may include:

The applicable fees may differ for:

⚠️ For Razorpay disputes, some fees may be non-refundable, even if:

To help reduce future chargebacks:

📌 Clear communication and proper documentation can help reduce misunderstandings and improve your chances if a dispute occurs.

Q: I do not want the transaction to be refunded to the member. What should I do?

Once a member files a chargeback through their bank or card issuer, the dispute process is no longer fully controlled by Nas.com or the Business Owner.

You may still try to resolve the issue directly with the member, but the bank will continue reviewing and handling the dispute case.

Q: I refunded the member outside Nas.com. Can the chargeback still be cancelled?

If the chargeback dispute is already active, the member must contact their bank or card issuer directly to withdraw it.

📌 Nas.com cannot cancel a bank dispute on the member’s behalf.

Q: I received an email saying I lost the dispute. Can I still appeal?

No. Once the bank or card issuer makes a final decision in favor of the member, the outcome is final and cannot be appealed through Nas.com.

If you need hands-on help for your business, you can work directly with a vetted Nas.com Expert.
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Nas.com Experts are experienced professionals reviewed by the Nas.com team who can help with setup, strategy, and specific business needs.
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Explore available experts here:

👉https://nas.com/expert

If you have questions or need help, you can: