What is a chargeback?
A chargeback is a charge returned to a payment method after a customer successfully disputes an item on their account statement. A chargeback can be filed for a number of reasons:
- By the shopper to report a transaction as invalid due to issues with their order (i.e., not receiving the item)
- By the shopper to report a transaction as invalid due to unauthorized activity
- By the bank if they find an error or problem with the transaction as a preventive measure
When a bank files a chargeback, that payment becomes a failed payment within your Sezzle dashboard, and no new orders can be placed.
To determine which installments have failed due to chargebacks, please log in to your dashboard and go to your “Orders” page. Any orders that have failed installments will be listed in your “Active” orders section, and you can click on the order to see the failed installments. Any installments that can be resolved immediately will have the option to pay due to the chargeback closing in your favor – paying them off will 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 requesting the chargebacks to be reversed. You may need to specify the amounts, dates, or all charges associated with Sezzle.
Once our bank receives notification from your bank that this process is complete, it will then open these payments up to be paid. Please note due to standard banking processes, chargebacks may take anywhere from a few weeks to a few months to finalize. Your bank should be able to provide additional information or clarity on the chargeback process. We recommend periodically reviewing your dashboard to check for status changes.
We recommend you contact us directly if you spot any unrecognized activity on your account or are having issues with your order. We are happy to 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?”
Chargebacks appear as failed payments on your account, and no new order can be placed until the chargeback is resolved. If you’d like to continue using Sezzle, you’ll 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 specify the amounts, dates, or all charges associated with Sezzle. You should be able to view the payments in question by logging into your dashboard (which you can do by clicking here) and viewing the notifications or looking for failed payments.
Once our bank receives notification from your bank that this process is complete, it will open these payments up to be resolved. Depending on your bank, this can be a lengthy process, sometimes a couple of months. Again, this is why we recommend working with Sezzle first.
Your bank should be able to provide additional information or clarity on the chargeback process. Please monitor your dashboard periodically to check when these payments may be resolved.
"Why do I still owe Sezzle after the chargeback is closed?"
Because you were directly refunded the amounts disputed with your bank, the balance on those payment(s) is still outstanding, as your bank charged Sezzle while crediting you. If you would like to continue using Sezzle, you will need to pay the remaining installment(s).