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Chargebacks

In this section you will find information on what to do in case you receive a chargeback.
A chargeback is generated when a cardholder contacts his or her bank requesting their money back of a specific transaction. This can occur for several reasons:
  • Unrecognition of the transaction.
  • Transaction was not authorized by the cardholder.
  • The cardholder did not receive the goods or services purchased.
  • The goods or services received do not match with what was offered at the time of purchase.
In the event that one of your customers makes a chargeback on a purchase made through dLocal Go, you will receive an e-mail notification. Once you receive the notification, we recommend that you contact the customer to find out the actual reason for the chargeback and try to resolve it directly with them.
The chargeback amount will be debited from your balance plus a 5 USD handling fee.
Chargebacks can be disputed by sending the necessary documentation to the bank to initiate the dispute process and attempt to reverse the chargeback. This documentation should be sent to our support team, who will forward it to the bank.
Required documentation:
  • Invoice: preferably signed by the cardholder.
  • Purchase order
    • Purchase date
    • Amount
    • Company name
    • Purchase code or description
    • Delivery address
    • Cardholder name
    • Additional cardholder details
    • Persons authorized to receive the product
  • Acknowledgement of receipt
    • Purchase code or description
    • Delivery address
    • Receiver's signature
    • Receiver's name
    • Date of delivery
    • Package documentation
Optional documentation:
  • Tangible evidence of the service provided. We need to prove that the cardholder received the product. For example, with the following documentation:
    • History of customer activity
    • Evidence of purchase description or purchase code
    • Confirmation email
    • Proof of delivery
    • Contract
    • Terms and conditions of purchase
  • Intangible evidence of the service provided. We must prove that the cardholder received the service. For example, with the following documentation:
    • Confirmation email
    • Invoice
    • Service contract
    • History of customer activity
    • Certificates
    • Cardholder's recurring debit authorization letter
    • Terms and conditions of service
Extra documentation: any other document proving the cardholder's relationship with the company, such as a contract signed by both parties, customer's ID card, etc.