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.
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 to the card network
Merchant response — The merchant has a chance to respond
Resolution — Visa makes a final decision (typically within 45–90 days)
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.
🔐 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:
Freeze your card immediately — Go to Card Settings → Freeze Card
Review recent transactions — Check if it might be a legitimate purchase you forgot
Contact support — Report the suspicious activity right away
Consider terminating the card — If compromised, you may need to issue a new card
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
Filing false chargebacks is considered fraud and may result in account restrictions
Always try to resolve issues with the merchant first before filing a chargeback