Chargebacks & Returns

What is a chargeback or return?

When a Hopscotch user or non-user files a chargeback or return with their credit card issuer or bank, it means that they’re disputing a charge and asking the card issuer or institution for a refund.  

Reasons a business or financial institution may request a chargeback/return:

• They didn't authorize the payment 

• They don't recognize the payment
• They didn't receive the item or service they purchased

• A processing error caused them to be charged the wrong amount or charged twice

• The account owner has insufficient funds to complete the payment

 

What happens when my client files a chargeback or return on a payment I received?

If a business files a chargeback or return on a payment sent to you, our Support team will contact you to let you know. If you don’t agree that the chargeback or return is valid, you can help us dispute it by providing information about the transaction within 5 days of receiving this notification. It can take 30-40 days for us to dispute the chargeback/return, and it may take the Sender’s card issuer/bank up to 75 days to resolve a chargeback/return and come to a final decision.  

A chargeback or return is not a dispute filed with Hopscotch. The process is initiated outside of Hopscotch, between a financial institution and their customer. In a dispute over a chargeback/return, the final decision is made by the card issuer/bank. Hopscotch does not have control over chargeback/return decisions made by card issuers and banks. 

If we have requested information regarding a chargeback or return filed against a payment you have received, please send an email to [e-mail]  with additional information to help us dispute the chargeback. This can include:  

• A commercial agreement between you and your client (e.g. an executed SOW, MSA or similar document).
• Any email or text communication between you and your client relating to products sold or services rendered.
• Any additional evidence or information.

Ongoing investigations of chargebacks and returns may result in associated funds being frozen or debited from your Hopscotch Balance, which can lead to a negative balance. We know this isn't ideal - our Support team is here to help you restore access to affected funds. In the meantime, we may be able to help your business in other ways.

What happens if there is a chargeback or return on a payment that I sent?

If there was a chargeback or return claimed against a payment you made in Hopscotch, your card issuer/bank can provide you with updates on your case. If you receive a notification of a negative balance incurred on your account, you’ll need to add funds to recover the amount. Your account will also be temporarily frozen/suspended until the funds are paid back. If the payment in question was not authorized, please contact Hopscotch Support so that we can ensure the security of your account.

Freezes on funds or your account will automatically be lifted once the cause has been resolved. Please contact Hopscotch Support if you believe your account should not be frozen.