What is a chargeback?
A chargeback is a process in which a shopper asks their bank to reverse a card payment because they believe there was a problem with the purchase. The bank reviews the case and withdraws the funds from the store while the issue is investigated.
A chargeback can be filed for several reasons, such as:
- The customer had issues with the order (e.g., it never arrived, they received something they did not purchase, or the item was damaged).
- The customer does not recognize the transaction.
- The bank raises it as a preventive measure if they detect an inconsistency or error with the purchase.
To confirm which installments have active chargebacks, log in to your Dashboard and go to the Orders page. Chargebacks will appear in your Active orders section. Click on the order to verify the installment status — it will be marked as Chargeback too.
Note that due to standard banking processes, chargebacks may take anywhere from a few weeks to a few months to finalize. Your bank can provide additional information or clarity about the chargeback process.
Any installments that can be resolved immediately will include the option to pay. Paying those installments will close the chargeback and restore your ability to use Sezzle. If the option to pay is not available, the chargeback is likely still open, and you will need to contact your bank to request that it be reversed.
Once we receive notification from your bank that the process is complete, the payments will become available to pay. It’s important to review your Dashboard periodically to check for status updates.
We recommend contacting us directly if you notice any unrecognized activity on your account or are experiencing issues with your order. We’re happy to help investigate.
To report fraudulent activity:
- I don't recognize an order on my account.
- How do I lock my virtual card and report fraudulent activity?
For help with order issues:
How does this impact my Sezzle account?
No new orders can be placed until the chargeback is resolved. If you’d like to continue using Sezzle, you will need to cancel the chargeback.
How do I cancel the chargeback and use Sezzle again?
You will need to contact your bank and request that the chargeback(s) be reversed. You may need to provide specific amounts, dates, or all charges associated with Sezzle. You can find these details by logging in to your Dashboard.
Depending on your bank, this can be a lengthy process and may take a couple of months. This is why we recommend contacting Sezzle first if you’re experiencing an issue.
Your bank can provide additional information about the chargeback process. Please monitor your Dashboard periodically for updates.
Why do I still owe Sezzle after the chargeback is closed?
When you file a chargeback, your bank refunds the disputed amount directly to you while withdrawing those funds from Sezzle. Because of this, the balance on the associated payment(s) remains outstanding.
If you would like to continue using Sezzle, you will need to repay the remaining installment(s).