Reversals Policy


The purpose of this policy is provide the events where Reversals and Chargebacks will apply when using our website and services, the procedures for requesting a Reversal or a Chargeback, and the applicable guidelines for executing Reversals and Chargebacks for transactions processed through PG.


2.1.  Definition of Reversal

  • A Reversal is the drawback that Merchant provides a buyer / payer for the value of a purchase processed through Merchant Platform.
  • Payment Gateway will apply Reversals upon Merchant request. An exception to this rule applies when the payment instrument’s issuer requests a Reversal, based on a claim from a payer, backed by the applicable legislation and as long as said issuer provides the technology required for this process.

2.2.  Reversal Applicability

A Reversal will apply in the following events:

  • When the buyer / payer has been the object of fraud.
  • When Merchant suspects payer identity theft, in which case the Merchant must authorize Reversal.
  • When the buyer / payer has not requested the purchase.
  • When the value of a purchase is charged and discounted from the buyer more than once.
  • When the buyer has revoked his / her authorization to charge for periodic payments from his / her cards or bank accounts before the payment instrument’s issuer and the Merchant and said charges have continued after the date of reversal.
  • Upon Merchant request, when the buyer / payer has made a mistake when selecting the product.
  • Upon Merchant request, when the buyer / payer exercises his / her right of first refusal before the Merchant.
  • When the Merchant has cancelled the sale in lieu of product stock.
  • Upon Merchant request when the product has not been received promptly by the buyer / payer.
  • Upon Merchant request when the product delivered by the Merchant does not correspond to that requested by the buyer / payer.
  • Upon Merchant request when the product is delivered by the Merchant to the buyer / payer in bad condition, bad quality or defective.
  • Upon Merchant request when the product does not meet the manufacturer’s specifications or those described in the information provided around the product, or when it does not meet the needs for which it was produced or sold.
  • The Merchant or the payment instrument’s issuer will notify PSP of said request so that PSP may proceed to reverse payment.

2.3.  Procedure for the request of Reversals

Reversal requests must be sent by the Client or by the corresponding payment instrument’s issuer to

A request for Reversal from Merchant must include:

  • Transaction number.
  • Transaction date.
  • Transaction value.
  • Reversal amount requested.
  • An express statement of the reason or reasons that are grounds for the payment Reversal request; they must correspond to one or some of those mentioned in section 2.2. of this Policy.

2.4.  Exemption from liability

The Merchant is held liable for its own Reversal order or authorization.


Definition of Chargeback

A Chargeback is the debit carried out by the acquiring bank to Merchant, upon unawareness of a purchase by a cardholder before the card’s issuer.

3.1.  Applicability of Chargebacks

A cardholder (buyer / payer) may allege unawareness of a purchase before the card issuer in the following events:

  • Identity theft.
  • The buyer / payer does not associate Merchant name with the purchase from the Merchant (brand unawareness).
  • The Merchant’s denial of a transaction Reversal when there is conflict between the Merchant and the buyer / payer because of discrepancies as a result of exchange rates, product / service quality defects or non-delivery of products or services, among others.

3.2.  Procedure for Chargeback

  1. The acquiring bank or the network processing payments shall notify the unawareness of a charge.
  2. PSP informs the Merchant about said notices to the email registered by the Merchant. The Merchant is responsible for maintaining its contact information up to date.
  3. Merchant requires having the following information available, as applicable to avoid Chargebacks:
    1. A product delivery slip including the name of the buyer / payer – cardholder, even when it can be signed by a different person.
    1. Sales invoice.
    1. Registration of sold services, such as work orders, accommodation documents, hotel registration, ticket, among others. (This applies in case of an accommodation facility, travel, summer camps, conferences or entertainment, among others).
    1. Other documents deemed convenient by PSP.

3.3.  Response time for a Chargeback

PSPs response time for financial institutions and / or networks upon charge unawareness notice, will depend directly on the time set for that purpose, which is set to be no later than 5 business days

3.4.  Notice of debit upon chargeback and additional charges

  1. PSP will debit any debit carried out on a Chargeback by the acquiring bank against PSP, from the Merchant’s accounts.
  2. PSP will notify the Merchant once it has carried out the debit upon a Chargeback.
  3. PSP may charge the Merchant for the Chargeback process.