From Transaction to Arbitration: Uncovering the Misconceptions of Each Stage of the Chargeback Process

Navigating the complexity of chargebacks starts with understanding each key stage—from the initial transaction to final resolution. Still, many aspects of the chargeback process are commonly misunderstood. When is a chargeback really considered “won”? How much do the hidden fees actually add up? And do all PSPs really give you the transparency and data needed to pursue arbitration? This session will break down the lifecycle of a dispute by dispelling common myths, challenging industry assumptions, and clarifying the realities at each stage. Speakers will spotlight the players involved (cardholder, issuer, acquirer, network, merchant) and the critical decision points that determine trajectory. It will also discuss counterintuitive rules such as how adding KYC information can increase fraud win rates from 20-30% to 60-70%, but can result in a fine at arbitration for adding such documentation. Attendees will gain fresh insights, practical corrections to common misconceptions, and a clear roadmap for building smarter workflows and avoiding unnecessary losses. Drawing from real-world insights, this session will cut through industry noise and expose the truths merchants often miss. From the myth of the “won” chargeback to the hidden costs that pile up, attendees will see how misconceptions shape strategy—and how to replace them with smarter, data-driven approaches. Participants will walk away with a clearer, more honest view of the dispute process and a toolkit for avoiding the traps that cost merchants time and money.

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