Since the client is claiming a refund is due to them, you’ll want to investigate their billing to ensure that this is not the case. If a refund is due, please let us know and do not attempt to refund this or any other payment on the client’s profile. If a refund is not due, please provide the following as or if they relate to the payment:

• Documentation confirming that a refund or credit was already issued to the cardholder, including the date and amount of the credit
• If account credit is issued in lieu of a refund, provide context as to why and documentation to support the client’s awareness that full refunds are not permitted
• Any communication or correspondence between you and the cardholder regarding the refund, such as confirmation emails or records of discussions
• Any internal records or transaction logs that demonstrate the processing of the credit
• If no credit or refund is due, provide context as to why and documentation to support this (signed refund policies, communications about policies, etc.)

Please note that chargebacks are an ongoing risk of processing credit cards, there is an industry-wide average win-rate of 30% for merchants, and Jane doesn’t control the outcome or bear responsibility for chargeback losses. Ultimately, the Account Owner is responsible to ensure a strong response is provided in time and with the understanding that success is not guaranteed. With that said, our goals are aligned with yours and we want to do what we can to help!