The clock
the date in the notice, set by the acquiring bank
SumUp publishes no fixed number of days: it states you will be informed of the deadline the acquiring bank set. Miss it and the case closes in the cardholder's favour. Resolution can take up to 45 days, and if you win, funds are held a further 60 days for the appeal window.
reason code, as SumUp shows it
SumUp's own labels — fraud with card absent, duplicate processing, goods not as described, credit not processed. Trace the label to the network code before you argue it.
Where you submit
- 01Open the chargeback notification and note the deadline it states
- 02Gather the documents that dispute type calls for
- 03Send them through the route the notification gives, before that date
- 04Expect up to 45 days for the outcome
- 05If you win, expect a 60-day hold before the money moves
What the form accepts
- invoice or receipt
- the transaction, itemised
- proof of delivery
- signed where you have a signature
- correspondence
- email threads with the cardholder
- prior transactions
- earlier undisputed payments by the same cardholder
- refund proof
- where you already credited any part of it
- the amount
- fronted by SumUp, then taken from your next payout
What SumUp does for you
- yesFronts the disputed amount, so nothing leaves your balance the day the chargeback lands.
- yesOn Visa, Diners and Discover, allows more evidence at the second-chargeback stage.
What it leaves to you
- noIt does not publish a response window, so the notice is your only source for the date.
- noA non-refundable chargeback fee applies per case.
- noWinning is not the end: the cardholder can contest again, and the funds sit for 60 days.
the common misreading
In-person does not mean indefensible
Card-present sellers assume a fraud claim on a tap is unwinnable. The receipt, the terminal record, and a history of undisputed payments by the same card are exactly what the issuer weighs.
Now build what SumUp will accept
- The file works from whatever documents you hold, which for a card reader is receipts and threads, not tracking numbers.
- A dated timeline is what turns a folder of receipts into an argument.
- Where you have no delivery proof, we say so — better on day two than on day nineteen.
Single case — €39 · Five-pack — €79
Free until you see your own file.
No account, no password, ever.
codes that land here
- Visa 10.4other fraud — card-absent environment
- Visa 13.3not as described or defective merchandise
- Mastercard 4853cardholder dispute
other rails
stripe·shopify payments·paypal·mollie·klarna
We build the file, the issuer decides.