At Rivly, we strive to ensure a fair and secure marketplace for both buyers and sellers. This Chargeback Policy outlines how disputes initiated by credit card holders are handled, the responsibilities of sellers, and the potential outcomes of chargebacks.
1. What is a Chargeback?
A chargeback occurs when a cardholder disputes a charge with their bank or credit card issuer. Reasons for chargebacks may include fraud, non-receipt of goods, or issues with the product or service.
2. Rivly’s Role in Chargebacks
Rivly acts as an intermediary between sellers and the payment processor:
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Fraudulent payment disputes (e.g., unauthorized use of a card) are handled directly by Rivly.
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Service-related disputes (e.g., item not received, item not as described) require action from the seller, who must provide evidence to support the validity of the transaction.
Note: Rivly does not make the final decision in a chargeback case. That decision is made by the cardholder’s issuing bank or credit card company.
3. Seller Response Options
Upon receiving a chargeback notification from Rivly, the seller has two options:
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Dispute the Chargeback
Provide the required supporting documentation to contest the dispute. -
Accept the Chargeback
Choose not to contest the dispute, allowing the buyer’s refund to proceed.
Important: Sellers must respond to the chargeback notification email from Rivly within 10 business days.
If no response is received within this period, the chargeback will be automatically accepted, and the seller’s account will be debited for the full transaction amount plus applicable fees.
4. Required Documentation (if disputing the chargeback)
Sellers choosing to dispute the chargeback must submit clear, accurate evidence, including:
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Proof of delivery (e.g., tracking details, delivery confirmation, signed delivery receipt)
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Date the order was shipped
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Tracking number
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Shipping address provided by the buyer
Additionally, it is helpful to include any optional documentation outlined below to strengthen your case:
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Communication records (Messages, Emails, Chat Logs, etc.)
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Order refund, changes, or cancellation history
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Store policies - specifically return, refund, or cancellation policies
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Tracking or shipping carrier records
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Digital delivery logs, showing download/access for digital goods
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Photos of the packaging or product to show it matched the listing
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A detailed description of the product listed on Rivly
⚠️ Tips:
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Organize documents clearly and label them
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Highlight critical parts (e.g., delivery date, tracking number)
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Submit within the deadline
Providing thorough documentation greatly improves the likelihood of a favorable outcome. However, the final decision rests solely with the buyer’s issuing bank or credit card company, not Rivly.
5. Chargeback Outcomes and Fees
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If the case is resolved in the seller’s favor, no funds are withdrawn.
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If the case is resolved in the buyer’s favor, the seller’s account will be debited for the full transaction amount.
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A non-refundable $20 chargeback fee will be charged to the seller if the chargeback is not successfully disputed.
6. Repeat or Abusive Behavior
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Sellers with frequent chargebacks may face payout holds, account suspension, or removal from Rivly.
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Buyers engaging in repeated, unjustified chargebacks may be suspended or banned.