What is a chargeback?
A chargeback is a transaction reversal initiated by the cardholder through their card issuer. It's a consumer protection mechanism that allows you to dispute unauthorized or problematic transactions. Chargebacks are usually reviewed for settled or completed card transactions.
When can you file a chargeback?
You may be eligible to file a chargeback in these situations:
Reason | Description |
Unauthorized transaction | You didn't make or authorize the payment |
Goods not received | You paid but never received the product or service |
Not as described | The product or service was significantly different from what was advertised |
Duplicate charge | You were charged multiple times for the same transaction |
Canceled subscription | You were charged after canceling a recurring payment |
Refund not processed | Merchant agreed to a refund but it was never issued |
How the chargeback process works
You submit a dispute — Contact Kolo support with details
We review your claim — Our team evaluates the dispute
Dispute filed with Visa — If valid, we submit the chargeback through the Visa dispute process
Merchant response — The merchant has a chance to respond
Resolution — Visa makes a final decision (typically within 45–90 days for USD card and 60–90 days for EUR card)
Additional debit after a chargeback (EUR cards)
You may notice an additional debit transaction on your account after a chargeback has been raised. This is standard procedure and does not represent a new or duplicate charge.
How it works:
When the chargeback is initiated, the disputed amount is credited back to your balance.
A temporary hold is placed on those funds while the case is under investigation.
The hold remains in place until the chargeback is fully resolved.
Once resolved, the funds are either released to you (chargeback won), or the hold is removed and the debit stands (chargeback lost).
The additional debit you see is part of the chargeback hold mechanism. It is not a new purchase.
How to apply for a chargeback
To file a chargeback, contact Kolo Support with:
Transaction ID (found in your transaction history)
Chargeback reason (why you're disputing the transaction)
Any supporting evidence (screenshots, emails with merchant, etc.)
Our support team will guide you through the process and submit the dispute on your behalf.
Before filing a chargeback, check the transaction status.
If the transaction is still authorized, pending, or shown as a temporary hold, follow the Refunds & Reversals article first. The authorization may still be released automatically.
🔐 Tips on safeguarding your card data
Prevent unauthorized transactions by following these best practices:
Never share your card details (number, CVV, expiry) with anyone
Use 3DS verification for all online purchases when possible
Enable transaction notifications to catch suspicious activity immediately
Avoid saving card details on unfamiliar or untrusted websites
Use virtual cards for one-time purchases or trial subscriptions
Regularly review your transaction history for unrecognized charges
⚠️ What to do if you notice suspicious payments
If you see transactions you don't recognize or did not authorize:
Freeze your card immediately — Go to Card Settings → Freeze Card to prevent new payments.
Review recent transactions — Check whether it might be a legitimate purchase you forgot about.
Consider terminating the card — If it is compromised, you may need to issue a new card.
Contact the merchant — If possible, request a cancellation or refund before filing a chargeback.
Contact Kolo support — Report the suspicious activity right away.
Important notes
Chargebacks are not guaranteed — Visa makes the final decision
Time limits apply — Most disputes must be filed within 120 days of the transaction
Minimum amount — Chargebacks for dispute cases are available for transactions of $25 or more.
Administration fee (EUR cards) — For EUR cards, a $25 administration fee applies to chargeback submissions. The fee is only charged if the dispute is lost (after the decision is made). If the dispute is won, no fee is charged.
Filing false chargebacks is considered fraud and may result in account restrictions