Pagos y Facturación / Cash on delivery (COD)
Chargebacks
Table of contents
What are chargebacks?
Chargebacks are adjustments that are applied when payment for a product shipped through the COD modality is not received. (Cash on delivery) envia.com credits the collected amounts once the shipment status changes to "Delivered", even if payment has not yet been received from the carrier.
If a discrepancy in tracking status occurs and a package is marked as delivered when it is not, a chargeback will be generated on your statement. This process retains the corresponding amount and submits the situation for review to ensure package delivery accuracy.
Chargeback process
There are two ways to apply a chargeback:
- Automatic processing:
- The platform detects a status other than "Delivered" during a validation and applies the chargeback automatically.
- Manual review:
- After a manual review, the finance team identifies shipments that do not have "Delivered" status and proceeds to apply the chargeback.
FAQ
Los montos de los contracargos aparecerán en tu cuenta de Ecart Pay y podrás validarlos en la sección de transacciones/guías.
If you have a chargeback, please contact our Customer Service team to review the case as soon as possible and make the necessary corrections.
No, a chargeback fee is not applied. Only the amount of the product is withheld until a resolution is reached.
What are the reasons for a chargeback? Chargebacks can occur for:
- Package undelivered
- Incorrect status
- Package returned
- Cancelled label
Chargebacks are automatically created when the system detects a status other than "Delivered". If a chargeback has been applied incorrectly, you can follow the steps above to fix it.
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