Understand the reason
Our team starts with what is being challenged and the response requirements. An unauthorized-payment allegation and a service-not-provided complaint call for different evidence.
Managed chargebacks
We help your business establish clear payment policies and keep the records a strong response needs. When a chargeback arrives, your team can use that foundation—or ask GYB Connect to review the case and manage the response.
A chargeback puts a payment into a formal dispute process. The response must address the stated reason and the requirements of the case. Representment means submitting the merchant’s response and supporting evidence through that process to contest the chargeback.
The response should explain why the available records support your position. The team also considers whether accepting the chargeback is the appropriate action.
Our team starts with what is being challenged and the response requirements. An unauthorized-payment allegation and a service-not-provided complaint call for different evidence.
We review the transaction, agreement, purchase records and available digital activity, identify gaps and request the information relevant to the case.
We organize the explanation and supporting evidence around the actual issue, then coordinate the submission within the agreed service scope.
Prepared from the beginning
From onboarding, GYB Connect helps you define how prices, billing terms, refunds and cancellations work in your business—and how customers see and accept those terms before paying. We also help organize the records that show what was agreed, charged and delivered.
A response is only as useful as the facts behind it. Clear terms and a record of customer acceptance support the case; service, delivery and communication records explain what actually happened.
Present the price, payment-method treatment, billing dates and one-time, installment or subscription terms before collection.
Keep the terms that applied to the transaction.
Define when and how a customer can request a refund or cancellation, how your team responds and where the policy is shown.
Keep the relevant policy version and the request, response and refund history.
Make the agreed terms accessible at the point of purchase and preserve the appropriate acknowledgment or authorization.
Connect what the customer accepted with the payment.
Keep the relevant order, delivery, appointment, completion or usage records.
Connect the promised product or service with the evidence of fulfillment.
Retain the relevant messages, acknowledgments and payment references.
Reconstruct the timeline and the steps taken to address the issue.
Build the response
Response brief
Connect the service scope and accepted terms with the disputed payment.
Review the service record for evidence of delivery or completion.
Resolve gaps and compare the customer’s messages with the timeline.
Assess whether to contest, accept or take another appropriate action before preparing the final response.
For supported online payments, relevant browser identifiers, IP context, account references and timestamps can help connect the transaction with prior activity. Our team reviews those records alongside the agreement, delivery or service records, and customer communication.
We assess whether the data supports the actual dispute reason and, where applicable, the requirements of Visa Compelling Evidence 3.0 or Mastercard First-Party Trust. Recognition does not establish the payer’s identity on its own; eligibility and the supported submission route must also be confirmed.
We explain which records matter to the case and what needs clarification. Your team supplies accurate source records and confirms the business facts; GYB Connect connects them into the agreed response process.
| GYB Connect’s role | The merchant’s role |
|---|---|
| Review the case and explain relevant information needs. | Provide accurate records and respond within the required preparation time. |
| Organize the argument and supporting evidence. | Confirm business facts and identify prior refunds or related communications. |
| Coordinate the response and follow the case within the agreed scope. | Keep source records and carry out agreed operational changes. |
Partial fulfillment, a cancellation near a renewal, a custom service or conflicting communications can require more than a standard response. Our team works through the sequence, asks for missing context and tailors the explanation to the specific claim.
AI and automation can help organize records, assist drafting and handle repeatable workflow steps. In the managed service, our team reviews the case strategy and supporting evidence, with detailed attention for complex cases.
The same relationship helps improve the next transaction: clearer terms, better acceptance records and more consistent handling of refunds and customer requests.
Talk with GYB Connect about your collection practices, documentation and chargeback workload.
Available configurations, eligibility and service terms are confirmed in your proposal.