How are chargebacks and disputes handled?

Modified on Tue, 16 Jan 2024 at 12:36 PM

As a first step, we ask you to attempt to resolve the dispute directly with the vendor and provide proof of your attempts. If you have not received a refund after directly contacting the vendor, you can file a dispute in your NachoNacho account. Please note that a $20 fee is assessed for operational costs associated with the investigation. If the claim is won, the $20 fee will be returned. In the event that an investigation is lost, the $20 fee will not be returned. 

To dispute a transaction:

  • Navigate to ‘Transactions’ on the left-hand menu and click on the specific charge you want to dispute.

  • Wait till the transaction status switches from ‘Approved’ to ‘Successful’. This can take up to 7 business days.

  • Click on the ‘Dispute this transaction’ button and follow the instructions online.

  • Click Submit once you are finished with providing details.

We will then follow up with the vendor on your behalf. It may take up to 30 days to respond to your dispute. It may take up to an additional 90 days after responding to the dispute to complete an investigation.

Once you submit a dispute, it cannot be withdrawn even if you resolve the matter on your own. The dispute resolution process will run its full course.

We will relay if your dispute claim is ‘won’ or ‘lost’ as soon as an update is available. If your dispute is ‘won,’ you will be refunded the amount of the original charge along with the $20 dispute fee.

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