Chargebacks

What are chargebacks?

Chargebacks are adjustments applied when the payment for a product shipped with COD (cash on delivery) has discrepancies. envia.com credits the collected amounts once the shipment status changes to “Delivered”, even if the payment from the carrier has not been received yet.

If there is a discrepancy in the tracking status and a package is marked as delivered when it actually is not, a chargeback will be generated on your account statement. This process holds the corresponding amount and puts the situation under review to ensure accuracy in package delivery.

Chargeback process

There are two ways to apply a chargeback:

1. Automatic process:
   • The platform detects a status other than “Delivered” during a validation and applies the chargeback automatically.
2. Manual review:
   • After a manual review, the finance team identifies shipments that do not have “Delivered” status and proceeds to apply the chargeback.

Frequently asked questions

How is the customer notified of the chargeback?

Chargeback amounts will appear in your Ecart Pay account and you can validate them in the transactions/labels section.

What should you do when you have a chargeback?

If you have a chargeback, contact our Customer Service team so they can review the case as soon as possible and make the necessary corrections.

Is there a fee for a chargeback?

No, no fee is applied for chargebacks. Only the product amount is held until a resolution is reached.

What are the reasons for a chargeback? Chargebacks can occur due to:

• Package not delivered
• Incorrect status
• Package returned
• Label canceled

How can you avoid a chargeback?

Chargebacks are created automatically when the system detects a status other than “Delivered”. If a chargeback was applied incorrectly, you can follow the steps mentioned above to resolve it.