This article is part of our Payment Processing Support Help Center and covers topics related to Constellation Payments. It is intended for users seeking help with setting up their merchant processing accounts and reconciling within Constellation Payments. It does not cover specific payment-related features inside CampSite.
A chargeback occurs when a customer disputes a transaction with their bank. When a dispute is filed, the funds are automatically debited from your account and you will receive a notification.
IMPORTANT: All chargebacks have a strict response deadline. You must submit any evidence before the due date listed in the portal.
Your Step-by-Step Response Process
Step 1: Review the Dispute
- Log in to the CSIPay Reporting Portal: https://payportal.csipay.com/
- Navigate to the Disputes section.
- Click Dispute Details to review the reason for the chargeback.
Step 2: Choose Your Response You have two options:
- Accept the Chargeback: If you agree with the dispute, no further action is needed in the portal.
- Challenge the Chargeback: To fight the dispute, you must upload a rebuttal letter and supporting evidence directly in the portal.
Step 3: Gather Evidence (If Challenging) Strong evidence is key to reversing a chargeback. Examples include:
- Signed contracts, invoices, or terms and conditions.
- Email communication showing the cardholder acknowledged the transaction.
- Proof of a previously issued refund, if applicable.
Step 4: Update Your Internal Records (Required) Chargebacks are not automatically recorded in your CampSite database.
You must manually reverse the transaction to ensure your financial records are accurate.
For instructions, click here.
What Happens Next
If you challenge the dispute, a temporary credit will be issued to your account. However, the final decision is made exclusively by the cardholder's bank. Submitting evidence does not guarantee you will win the dispute.
For questions or guidance on a specific chargeback, please email our team at payments@campmanagement.com.
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