Learn what to expect when a customer files a chargeback.
With Checkout, Zonos offers fraud coverage to mitigate risks from fraudulent chargebacks.
With Checkout, you get to use Zonos' fraud coverage, which covers any unauthorized or fraudulent chargebacks that may occur. This means that even if the chargeback is lost, Zonos will pay the cost. Examples of this include:
Zonos may reach out to you to request documents needed to fight the chargeback. Zonos' fraud coverage is void if you do not provide dispute documents by the requested deadline.
Zonos' fraud coverage does not cover chargebacks that have to do with the product itself. With Checkout, Zonos will still handle fighting the chargeback for you, even when the chargeback type is not covered. However, this means that if lost, you will be responsible for the amount that is refunded to the customer. Examples of when you are responsible for lost chargebacks include:
The chargeback process is slightly different depending on which payment method was used — Zonos Payments or PayPal. Either way, we generally submit evidence within a week. However, it can take up to four months for a decision to be made on chargebacks.
Chargebacks via Zonos Payments follow this process:
Chargebacks via PayPal follow this process:
While all shoppers can file a chargeback (whether they paid via Zonos Payments or PayPal), PayPal allows another type of dispute called an inquiry. Inquiries are a precursor to chargebacks and are less severe than chargebacks. Below are the key differences between inquiries and chargebacks: