How soon does a seller usually receive a chargeback notice and how much time is given to respond?

A chargeback notice from the acquirer typically arrives within a few business days after the buyer’s complaint, but timing can vary. Sellers are normally given between 7 and 20 calendar days to prepare and submit evidence, depending on the payment system and acquirer rules. Missing the submission deadline greatly reduces the chances of winning the dispute.

What specific documents and evidence do acquirers and payment systems most often accept when disputing a chargeback?

The standard set includes the tracking number and delivery confirmation, photos of the product and packaging, a signed acceptance act, correspondence with the buyer, and the receipt or invoice. For services, work completion acts and timestamps are useful; for digital goods, access logs and IP records help. The more the evidence links directly to the transaction and its timing, the higher the likelihood of a positive outcome.

What practical steps should a seller take to minimize the risk of chargebacks on Kaspi.kz?

Clearly and accurately describe the product in the listing, including dimensions and delivery times, and add quality photos and videos of packaging. Use trackable delivery with mandatory signature on receipt, keep all buyer communications, and resolve complaints promptly before they reach the bank. Regularly analyze chargeback causes and update packaging and documentation processes accordingly.

What should a seller do if they lost a chargeback dispute and the funds were permanently debited?

First, request a detailed report from the acquirer to identify gaps in your evidence. Then try to settle directly with the buyer by offering a return, replacement, or compensation; simultaneously improve internal processes to reduce recurrence. If new convincing evidence appears, you may file an appeal through the acquirer or payment system, but the chances of success are lower.

Which delivery evidence formats are preferred by marketplaces and how should they be properly prepared?

Preferred formats are digital: scanned or photographed waybills with visible tracking numbers, screenshots of delivery status from the courier, and signed acceptance acts. Photos of the item in its sealed packaging and images of the courier with the parcel dated at delivery also strengthen your case. Video recordings from surveillance (if available) are beneficial. All files should be linked to the specific transaction — include order number, date, and recipient contact.

Chargeback: protecting sales on Kaspi.kz

Definition

A chargeback is a forced reversal of a payment initiated through the card-issuing bank or the payment scheme at the cardholder’s request. In practice, the buyer disputes a transaction via their bank, and the funds are debited from the seller’s account pending the dispute resolution.

How a chargeback works — step by step

The chargeback process involves several parties and stages that sellers need to understand:

Initiation by the buyer. The buyer contacts their bank or uses the Kaspi.kz interface to file a complaint: non-delivery, item not as described, fraud, etc.
Preliminary review by the bank. The issuing bank assesses the complaint and may initiate a chargeback via the card network (Visa/Mastercard) and the seller’s acquirer.
Debit of funds. The acquirer may temporarily or permanently debit the transaction amount from the seller’s settlement account; fees or penalties are often applied as well.
Request for evidence. The acquirer sends the seller a request for documentation to refute the claim — proof of delivery, correspondence, photos, acceptance acts, etc.
Dispute resolution. Based on the submitted evidence, the payment network decides the outcome: refund to the buyer or rejection of the chargeback and restoration of funds to the seller.

Deadlines: sellers are typically given between 7 and 20 calendar days to gather and submit evidence; exact timelines depend on the acquirer and the type of claim.

Why chargebacks matter for sellers and what the consequences are

A chargeback is more than a one-off financial loss. It creates several direct and indirect risks for a seller:

Financial losses. The transaction amount is debited; the acquirer also often withholds a fee/penalty. For small orders this might be 1,000–3,000 tenge, while for larger orders it can be tens or hundreds of thousands of tenge.
Loss of goods. For fulfilment models where goods are shipped before dispute resolution (courier, FBS), the seller can lose both the money and the item if it has already been dispatched.
Account reputation. A rising share of chargebacks in total sales leads to restrictions: account blocks, lower visibility of product cards, and limitations on payouts. On many marketplaces, the problem threshold is around 1–2% of transactions.
Increased operational costs. Time spent collecting evidence, communicating with acquirers and payment systems, and handling appeals diverts resources from core business activities.
Risk of long-term sanctions. Repeat chargebacks may result in higher reserve requirements from the acquirer, frozen settlements, or even termination of the acquiring agreement.

Typical causes of chargebacks on Kaspi.kz — real seller situations

Common scenarios that lead to disputes on Kaspi.kz include:

Non-delivery or delayed delivery. The buyer claims they never received the parcel, even if the tracking shows delivery to a pickup point—often due to recipient error or courier issues.
Item not as described. The product differs from the listing (size, color, functionality), or the buyer alleges missing parts/accessories.
Unauthorized transaction. Cardholder claims they did not make the purchase — this can be genuine fraud or a friendly fraud case.
Duplicate charges. Technical errors that result in multiple debits for the same order.
Service-related disputes. For services or digital goods, buyers may claim non-performance or lack of access.

Examples from sellers: a customer disputes after picking up the parcel but later claims the item arrived damaged; or the buyer files a chargeback while returning the parcel via a courier, creating timing and proof challenges. Understanding these patterns helps to prepare targeted evidence.

Practical recommendations: how to prevent and dispute a chargeback

Prevention is far more effective than fighting disputes. Key preventive measures:

Clear product listings. Accurately state condition, dimensions, contents, and delivery terms; add high-quality photos and videos.
Trackable delivery with proof of receipt. Use services that provide tracking and require a recipient signature or photo on delivery.
Keep all communications. Save chats, emails, and call logs with buyers; attempt to resolve complaints before they escalate to the bank.
Standardize packaging and label documentation. Photograph items in their sealed packaging and keep packing lists linked to the order number.
Fast customer support. Promptly respond to claims and offer straightforward compensation options when appropriate.

When a chargeback is opened:

Collect and submit evidence quickly — missing the acquirer’s deadline significantly reduces the chance of a successful defence.
Provide clear, chronological documentation tied to the order ID and transaction date.
If possible, resolve directly with the buyer and ask them to withdraw the claim; this is often the fastest way to reverse a chargeback.

List of evidence usually accepted

Accepted evidence varies by payment system and acquirer, but typical items that strengthen a seller’s position include:

Tracking number and delivery confirmation. Proof that the parcel reached the address or pickup point.
Photos of the item and packaging. Images showing product condition and intact packaging at dispatch.
Signed acceptance acts. Delivery receipts or signed acceptance documents with the recipient’s name and date.
Correspondence with the buyer. Messages where the buyer confirms receipt, agrees on specifics, or raises issues.
Invoices, receipts, and order details. Documents showing the link between the transaction and the delivered goods/services.
For services/digital goods: acts of work performed, access logs, time stamps, IP addresses, and download/activity records.

The more the evidence ties the product, order number, delivery time, and buyer details together, the stronger the defence.

What to do if the seller lost the dispute: recovery and damage minimization

If the acquirer or payment system rules in favor of the buyer and the funds are permanently debited, take these steps:

Request a detailed case report from the acquirer. Understand precisely why your evidence was insufficient.
Contact the buyer. Try to amicably resolve the situation — offer a replacement, partial refund, or other compensation; sometimes a direct settlement can win goodwill and reduce reputational damage.
Improve processes. Adjust packing, delivery, documentation, and customer support to prevent repeats.
Appeal if you have new evidence. If additional convincing documents emerge, you can submit an appeal through the acquirer or payment system — success chances are lower but not zero.
Monitor and report fraud patterns. If you suspect organized fraud or serial complainants, compile cases and escalate to the marketplace (Kaspi) and acquirer for broader action.

Practical examples of seller responses to an acquirer’s request

When the acquirer asks for evidence, use concise, well-structured responses. Example structure:

Order and transaction identifiers (order ID, transaction ID, date).
Short summary of events (dispatch date, courier name, delivery status).
Attached evidence list with file names and brief descriptions (e.g., "photo_pack_123.jpg — photo of item sealed on 01.03.20XX").
Contact details for follow-up (seller contact, courier tracking link).

Example text (short):

Order #123456, Transaction ID 987654321, paid on 01.03.20XX.
Item was dispatched on 02.03.20XX via [courier name], tracking #TRK123. Delivery status: delivered to pickup point on 05.03.20XX. Attached: tracking screenshot, photo of sealed package at dispatch, signed acceptance act (customer name redacted for privacy), chat with buyer confirming pickup.

Keep the reply professional and stick to facts — avoid emotional language.

Automation and the role of AWW

Automation helps reduce manual errors and accelerate responses. AWW can assist sellers by:

Automatically collecting and organizing evidence linked to specific orders (photos, waybills, acceptance acts).
Monitoring dispute deadlines and prompting timely submissions.
Providing templates for responses to acquirers and generating chronological event logs required by payment systems.

Using automated workflows reduces the risk of missed deadlines and improves the consistency and quality of submitted documentation.

Brief summary and practical tip

Chargebacks pose both direct financial risk and indirect operational and reputational consequences. Preventive measures — clear listings, trackable delivery, documented communications, and good packaging — are the most effective defence. If a dispute arises, act quickly: collect chronologically linked evidence, meet acquirer deadlines, and attempt direct resolution with the buyer before escalation.

Practical tip: tie every file to the order number and transaction date in filenames and descriptions; a clear, organized packet of evidence often makes the difference in the dispute outcome.

Часто задаваемые вопросы

How soon does a seller usually receive a chargeback notice and how much time is given to respond?: A chargeback notice from the acquirer typically arrives within a few business days after the buyer’s complaint, but timing can vary. Sellers are normally given between 7 and 20 calendar days to prepare and submit evidence, depending on the payment system and acquirer rules. Missing the submission deadline greatly reduces the chances of winning the dispute.
What specific documents and evidence do acquirers and payment systems most often accept when disputing a chargeback?: The standard set includes the tracking number and delivery confirmation, photos of the product and packaging, a signed acceptance act, correspondence with the buyer, and the receipt or invoice. For services, work completion acts and timestamps are useful; for digital goods, access logs and IP records help. The more the evidence links directly to the transaction and its timing, the higher the likelihood of a positive outcome.
What practical steps should a seller take to minimize the risk of chargebacks on Kaspi.kz?: Clearly and accurately describe the product in the listing, including dimensions and delivery times, and add quality photos and videos of packaging. Use trackable delivery with mandatory signature on receipt, keep all buyer communications, and resolve complaints promptly before they reach the bank. Regularly analyze chargeback causes and update packaging and documentation processes accordingly.
What should a seller do if they lost a chargeback dispute and the funds were permanently debited?: First, request a detailed report from the acquirer to identify gaps in your evidence. Then try to settle directly with the buyer by offering a return, replacement, or compensation; simultaneously improve internal processes to reduce recurrence. If new convincing evidence appears, you may file an appeal through the acquirer or payment system, but the chances of success are lower.
Which delivery evidence formats are preferred by marketplaces and how should they be properly prepared?: Preferred formats are digital: scanned or photographed waybills with visible tracking numbers, screenshots of delivery status from the courier, and signed acceptance acts. Photos of the item in its sealed packaging and images of the courier with the parcel dated at delivery also strengthen your case. Video recordings from surveillance (if available) are beneficial. All files should be linked to the specific transaction — include order number, date, and recipient contact.

Chargeback