FAQ — Chargebacks and Disputes

FAQ

It is a process initiated by the issuer where the cardholder disputes a purchase made on their card with the bank, and the transaction amount is involuntarily returned to Zig, which is responsible for transferring the amount to the merchant (place) where the sale occurred. Reasons for initiating a chargeback can include: goods or services not provided (totally or partially), product not delivered or defective, duplicate charges, discrepancy in the amount charged, non-recognition of the transaction (fraud), cancellation not processed, among others.

Because the rules for card brands work like this: the charge is applied the moment the chargeback is confirmed by the issuer, regardless of the outcome of any dispute. If the dispute is accepted later, the amount is returned to the payment processor.

Based on chargebacks received in August 26, even if the transaction date occurred in previous months.

The establishment will have up to 5 calendar days from the notification sent by email from ZIG to generate and resend the dispute document, following the instructions provided. The dispute layout and chargeback details will be stated in the communication email.

The email address for submitting disputes is [email protected]

Zig will notify the merchant whenever a chargeback occurs, informing them of the reason, the amount, and whether a dispute is warranted. As soon as the chargeback is applied to the merchant, a notification will appear on the financial statement for review.

It depends on the reason for the chargeback, as each type of chargeback contains specific information for the dispute. In general, the most accepted documents in the market are: proof of delivery/service provision signed by the customer, invoice or proof of sale, proof of check-in/ticket usage, screenshots of conversations/customer service, proof of cancellation or refund (when applicable), as well as screenshots from the ZIG system proving that the transaction was carried out by the payment processor. The final list of documents accepted by Zig will be detailed in the guide sent by email.

For reference, the market (acquirers and card brands) charges administrative fees per processed dispute that currently range, on average, between R$20 and R$100 per dispute, regardless of the outcome. Zig will only charge fees in cases where there is a charge in the dispute, with this amount also being charged via the merchant's financial schedule on Zig.

It depends on the flag and the complexity of the case, but the final response times (winning or losing the dispute) are 90 to 150 days from the date the dispute is submitted.

The previously debited amount is returned to the establishment through a financial adjustment (credit) in the financial statement.

Nothing changes financially: the debit had already been applied at the time the chargeback was confirmed, so there is no new charge.

No. Missing the deadline for submitting the dispute makes it impossible to submit a defense.

The reason for the chargeback and the form of proof may vary (e.g., check-in receipt for an event vs. proof of in-person sale), but the notification, debit, and dispute process becomes the same for both operating models.

The final decision rests with the cardholder's issuing bank, with the card network acting as an arbitrator in the process. Zig and the acquiring bank handle the merchant's defense within the flow regulated by the card networks, but Zig has no decision-making power over the outcome of the dispute.

Complete and specific documentation explaining the reason for the chargeback, submitted within the deadline, with clear evidence that the product was delivered or the service was provided (e.g., signed receipt, ticket check-in, customer service history). Generic disputes without evidence tend to be rejected.

Yes. The cardholder can request a chargeback within a timeframe defined by regulations and the rules of each card network, which can be up to 180 days after the transaction authorization, depending on the reason given. There are cases where a chargeback can be requested up to 365 days from the approval date.

All chargeback notifications are sent via email. In this case, we ask that you confirm that the responsible party's email address is up-to-date in ZIG's system or check your spam folder. Email address changes can be made through ZIG's customer service center.

On the Dashboard, go to Menu > Reports > Operation Reports. Select the period in which the transaction was performed and export the report.

In the exported file, use the Transaction ID provided in the chargeback to locate the corresponding transaction in the "Acquiring Transaction ID" column.