A chargeback is raised when your customer disputes a payment they made to you. They can request the full amount, or partial refund.
If you have received a chargeback request, we will contact you in the app to let you know. We’ll explain how you can challenge the chargeback and what documentation you need to provide. If we don’t receive a response from you, we’ll also send an email.
You must respond to chargeback messages within 15 calendar days, or it may be automatically processed, and be irreversible.
The purpose of this form is to give our members the opportunity to tell us more about themselves. Specifically, if they’re facing any challenges which may affect their day-to-day lives.
Some circumstances can put a member in distress, impacting their ability to take care of their business. Examples of these circumstances are:
Bereavement
Financial loss
We give more examples in our Support for Vulnerable Members FAQs.
Long term circumstances are something we also must consider and can vary widely. Some members will only need a different style of support to help them get the best from our service. Examples include:
Visual impairment
Language barrier
We talk more about this in our Support for Vulnerable Members FAQs.
As part of the declaration, we ask members if their vulnerability is ‘long-term’ or ‘short-term’. By understanding the types of challenges our community faces and how long for, we can do a better job of supporting them and their businesses.
