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 March 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 Managed Chargeback Service, no action from them is required. An email will be sent notifying them that they have received the chargeback and that our team has everything under control. They can respond to the email if they want with additional evidence, but our team will collect everything that is required on behalf of the merchant.
• When our team has collected all the evidence, it will be uploaded for the merchant. 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 Dispute Details module on the Disputes page if they would like 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 the dispute has been won or lost, we will notify the merchant of the outcome via email.
• All details for the dispute can be viewed on the Dispute Page on the Payment Portal, once the dispute has been initiated. No action is required from the merchant that is enrolled in the Managed Chargeback Service.

Pricing

For merchants not on the Managed Service, they currently pay $15 per chargeback. With the Managed Service, it costs a flat rate of $19 per month and all other chargeback fees are waived.

Merchants will be billed for this through the PayFac on the 1st of each month. This will show up as ‘MANAGED CHARGEBACK’ on their Payout report details page.