Manage Chargebacks in Lighthouse Business Manager

Description: Learn how to manage chargebacks in Lighthouse Business Manager (LBM) by reviewing details, submitting evidence to dispute or accepting cases, and tracking outcomes through resolution.

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Overview

Chargebacks can be costly and time-consuming, but they can also be managed effectively. A chargeback occurs when a cardholder disputes a transaction through their bank, often due to reasons such as:

• Missing or delayed refunds
• Items not received
• Technical or processing errors
• Unauthorized or fraudulent transactions

While some chargebacks are legitimate, others may be the result of misunderstandings or even friendly fraud. That’s why it’s important for merchants to review each case carefully and decide whether to accept or contest the chargeback.

Access and Manage Chargebacks in Lighthouse Business Manager (LBM)

All chargeback cases can be viewed, managed, and responded to directly in LBM.

In LBM, you can:

• View Chargeback Details: Review key information such as the original transaction information, chargeback date, amount, and reason code.
• Accept or Contest the Chargeback: Choose whether to accept liability or submit evidence to dispute the chargeback.
  As a general rule, only dispute chargebacks when you have strong supporting evidence for your claim. Card networks advise against contesting chargebacks that are clearly valid.
• Upload Supporting Documents: Provide documentation to support your case (for example, proof of delivery, signed receipts, or correspondence).
• Track Case Status: Monitor progress and outcomes directly in the portal.

Represent (Dispute) a Chargeback

If you believe the transaction was valid, you can represent the chargeback by submitting evidence through LBM.
Here’s how:

1. Log in to Lighthouse Business Manager.
2. Navigate to the Transactions >  Disputes tab.
   
3. Select the chargeback case you want to review.
   
4. Select Accept Dispute or Respond to Dispute to start the representment process.
   
5. Upload all relevant evidence, such as:
   • Signed sales receipts or invoices
   • Proof of delivery or service fulfillment
   • Customer communications (emails, chat logs, etc.)
   • Copies of refund or cancellation policies
   • System or transaction logs confirming service usage
6. You can save your response as a draft if you’re not ready to submit the representment yet.
7. Once ready, review your submission and select Submit.

The evidence will be sent to the card issuer for final evaluation. You can track the case in LBM as the case progresses.

Accept a Chargeback

If you choose to accept the chargeback, it means you do not wish to dispute it.
The funds already withdrawn for that transaction will remain with the cardholder, and the case will be closed.
Merchants typically accept chargebacks when the dispute is valid or when documentation is unavailable.

Track Outcomes

LBM allows you to track the status of each chargeback. You’ll see whether:

• The case is Under Review
• The dispute is Won or Lost

If the issuer continues to dispute the case, it may move into pre-arbitration or arbitration, where additional fees can apply. Responding promptly and completely in the first round gives you the best chance of success.