Summary

Quilt offers two types of chargeback management features:

• Self-Service: A Disputes page on the Payment Portal is available which provides the necessary toolset for merchants to manage their own chargebacks. No involvement from Quilt personnel required.
• Managed Service: 80% of merchants today don’t respond to chargebacks at all. With our managed service, we will gather evidence from their POS and respond to 100% of chargebacks on their behalf which is already an immediate improvement. Also, many of these merchants don’t know the best methods for responding to chargebacks so when they do submit evidence, they are more likely to lose; we can leverage our industry expertise to increase their win rate. Lastly, the most valuable commodity to a business owner is their time. By having us do this for them we are giving their time back and potentially saving them a lot of money by increasing their win rate.

Availability

All other brands will be available in April 2025.

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Note: This will only be available for cloud-based software’s. Any of our On-Prem POS’s will not have this available.

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Processor

Process

• When a merchant receives a dispute while using the Self Service, an email will be sent notifying them that they have received the chargeback and what to do to fight it. The email will include instructions on what evidence to submit and directs them to the Disputes page in the payment portal.
• An email notification will be sent to the merchant notifying them the evidence has been uploaded and letting them know we’re waiting for a decision. The uploaded evidence will be immediately visible from the Disputes Details module on the Disputes page if they wish to review what was submitted.

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Note: When the evidence has been submitted the status will change to ‘Pending Submission’ indicating that the evidence has been uploaded and it in the processes of being sent to Adyen. Once a confirmation has been received the status will be updated to ‘In Review’.

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• Once a dispute has been won or lost, we will notify them of the outcome via email (lost or won). This outcome is also visible on the Disputes page in the Dispute List.
• Dispute details can be viewed from the Disputes page on the Payment Portal at any time.
• If a merchant prefers to have us manage chargebacks for them (recommended), they can opt into the Managed Chargeback Service anytime by going to the Payments Portal > Account > Profile > Managed Chargeback Service: Toggle ON. If they opt in, they will stop paying $15 per chargeback and we will handle all disputes for them. They can opt back out at any time by doing the same changing the toggle to OFF.

Pricing

• $15 per chargeback.