Respond to a chargeback

1. 11. Open the email telling you about the chargeback, or click Chargebacks in the side menu.
2. 22. Find the order under Open and look at the Bank's reason and the Evidence before date.
3. 33. When OnBio sends the evidence, the status changes to Evidence sent.

OnBio prepares the evidence as soon as the bank's notice arrives. It sends these purchase details before the deadline.

• The date and IP of the purchase.
• The acceptance of the terms of sale and, if there was one, the waiver of the withdrawal right.
• The buyer's visits to the member area, their downloads and their lesson progress.
• The attendance at the booked sessions.
• The invoice of the order.

The bank decides and we let you know by email. If the chargeback is won, the amount returns to your balance. If it is lost, the bank already returned the money to the buyer and you see the order as refunded. If the bank closes the inquiry without opening a chargeback, you see Inquiry closed and the order keeps its money.

• While the chargeback is open, OnBio holds the amount and the buyer cannot ask for a refund of that order.
• Many chargebacks can lead to a reserve on your balance or to a sales block.
• If a buyer writes to you because they do not recognise the charge, show them who charged me. Many claims are avoided that way.