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Understanding the Chargeback Process Flow

65%

of victims of unauthorized online payments fail to recover funds—because they miss critical response windows or don’t follow the correct dispute protocols.

If you’ve detected unauthorized charges or suspect your funds were stolen through a crypto scam or cyber fraud, time is critical. Filing a formal complaint is the essential first step in the chargeback process. Acting quickly improves your chances of recovering lost funds and strengthening your case.

Whether you're working with acredit card issuer or a payment platform like PayPal, merchants are given a set period to respond to chargeback claims.

Visa Card

If you used a Visa card, the merchant may submit a secondary presentment—a rebuttal to your response. This action triggers a new 30-day period called pre-arbitration, during which both parties can attempt to resolve the dispute. If no agreement is reached and the acquiring bank still challenges the chargeback, the issuing bank may escalate the case to arbitration, where Visa makes the final decision.

MasterCard

If you used a MasterCard, the merchant has up to 45 days to submit a representment in response to your chargeback. If that happens, the cardholder may also have 45 days to submit a rebuttal—depending on the issuing bank’s policies. If the issuing bank accepts the cardholder’s rebuttal but the acquiring bank still disputes the chargeback, the case can proceed directly to the final stage: arbitration, where MasterCard makes a binding decision.

American Express and Discover

American Express, Discover, and Diners Club International (which is owned by Discover) use their own internal chargeback processes, rather than following the multi-stage frameworks of Visa or MasterCard. In these systems, merchants typically have 20 days to respond to a dispute. The process is generally more streamlined, with fewer escalation steps, allowing for quicker resolutions in many cases.

Lost Money to a Chargeback? We Can Help.

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How we Start.

We start by consulting closely with each client to understand the full scope of their case. Our team gathers relevant documents, transaction records, and any available details to begin a comprehensive crypto investigation. We then apply advanced technologies—including blockchain forensics tools typically reserved for law enforcement alongside our extensive scam detection database. This allows us to trace transactions, analyze suspicious behavior, and uncover valuable leads in the pursuit of recovery and accountability.

Preparing for a Chargeback

The best way to prepare for the chargeback process is to consult with CBM experts. Our team will guide you through the necessary steps and request key information to help build a strong case. Providing the following details will significantly increase your chances of a successful chargeback claim