Chargeback & Payment Dispute Policy
Last Updated: July 31, 2026
At Retail Rack, we are committed to resolving every customer’s concern quickly and fairly. This policy governs how payment disputes and chargebacks are handled. We ask all customers to contact us directly before initiating a chargeback or dispute with their financial institution — in most cases, we can resolve the issue faster than the bank dispute process.
This Chargeback & Payment Dispute Policy works alongside our Refunds & Returns Policy. For questions about refunds, damaged items, lost packages, or returns, please refer to that policy first.
Section 1: What Is a Chargeback?
A chargeback is a reversal of a payment initiated by a cardholder's bank or credit card issuer. Chargebacks were designed to protect consumers from unauthorized card use and merchant fraud. While we respect this consumer protection, chargebacks are not a substitute for Retail Rack's customer service process and carry significant costs for small businesses — including non-refundable fees, processing delays, and potential penalties from payment networks.
Section 2: Contact Us First — Required Step Before Filing a Dispute
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Before initiating a chargeback or payment dispute with your bank, credit card issuer, or payment provider, you are required to contact Retail Rack's customer service team and allow us a reasonable opportunity to resolve your concern. Contact: customerservice@retail-rack.com When emailing, please use the following subject line format: Dispute Inquiry – [Order Number] – [USA] Response Time: Within 24–48 business hours (often sooner) Resolution Window: We ask for up to 5 business days to fully investigate and resolve your concern before a dispute is escalated. |
Contacting us directly is always the fastest path to resolution. We have direct access to your order details and can often resolve issues more quickly than the card dispute process.
The following concerns are resolved directly and quickly by our team:
- Item arrived damaged or defective — Full refund or replacement arranged within 5–10 business days
- Wrong item received — Full refund or replacement, no return shipping required in most cases
- Order not received / lost in transit — Investigation opened immediately; refund or reship issued upon confirmation
- Order delayed beyond estimated window — We will investigate with the carrier and update you promptly
- Billing error or duplicate charge — Corrected and refunded promptly upon verification
Section 3: When Chargebacks Are Legitimate
We recognize there are circumstances where a chargeback may be the appropriate remedy. These include:
- Unauthorized use of your payment method (your card was used without your knowledge or consent), if this occurs, please also contact your card issuer immediately to report fraud and protect your account
- A confirmed lost or undelivered order that Retail Rack was unable to resolve within the resolution window described in Section 2
- A billing error that Retail Rack was unable to correct after being contacted directly
In these situations, Retail Rack will cooperate fully with your financial institution's investigation and will not dispute a claim we determine to be valid and justified.
Section 4: Unauthorized Chargebacks & Friendly Fraud
An unauthorized chargeback — sometimes called "friendly fraud", occurs when a customer files a dispute for a transaction that was legitimately authorized, fulfilled, and delivered. Examples include:
- Filing a "not received" dispute for an order with confirmed delivery tracking
- Claiming an item was "not as described" without contacting Retail Rack for resolution
- Filing a chargeback after a return or refund has already been processed
- Filing an "unauthorized" dispute for a purchase the cardholder or a member of their household placed
How Retail Rack Handles Unauthorized Chargebacks
Retail Rack monitors all transactions and retains the following evidence for every order:
- Order confirmation details (date, time, items purchased, billing and shipping address)
- IP address and device information at the time of checkout
- Payment verification and fraud screening data
- Shipping carrier tracking records and delivery confirmation
- All customer communication records related to the order
When an unauthorized chargeback is filed, Retail Rack will dispute it by submitting a complete evidence package to the card network — evidence is presented to the issuing bank and the card network makes a final determination.
Section 5: Chargeback Process & Timeline
What Happens After a Chargeback Is Filed
- Retail Rack is notified of the chargeback by our payment processor.
- We review the order details, fulfillment records, tracking data, and any prior customer communications.
- If the chargeback is valid (Section 3), we accept it and the dispute is closed in the customer's favor.
- If the chargeback is unauthorized (Section 4), we submit a full evidence rebuttal package to the card network within the required response window.
- The card network (Visa, Mastercard, American Express, Discover) reviews evidence from both parties and issues a final ruling — typically within 30 to 90 days.
- The customer is notified of the outcome by their card issuer.
| Important: Once a chargeback is filed, the resolution timeline is controlled by the card network and is typically 30–90 days. Contacting Retail Rack directly is always the fastest path to resolution — most issues are resolved within 24–48 hours through our customer service team. |
Section 6: Order-Specific Dispute Guidelines
"Item Not Received" Disputes
- Contact customerservice@retail-rack.com before filing, we will investigate with the carrier immediately
- Retail Rack will issue a refund or reship if the order is confirmed lost or undelivered
- For orders showing as "Delivered" by the carrier, we may require a non-delivery certification or carrier investigation before processing a resolution
- Refer to our Refunds & Returns Policy for full non-delivery timelines: US orders (45 days from ship date), global orders (60 days), Brazil (110 days)
- Filing a chargeback for a delivered order without contacting us will be treated as an unauthorized dispute per Section 4
"Item Not as Described" Disputes
- Contact customerservice@retail-rack.com within 7 days of delivery with clear photos or video evidence of the issue
- We will arrange a full refund or replacement — in most cases, no return shipment is required
- Filing a chargeback without first contacting us may be disputed with evidence showing the product matched its description at the time of purchase
"Duplicate Charge" or "Incorrect Amount" Disputes
- Contact customerservice@retail-rack.com immediately with your order number and the charge details
- Billing errors are corrected and refunded within 5–10 business days upon verification
- These are rarely the result of merchant errors, we recommend also checking for pending vs. settled charge timing differences before filing a dispute
"Unauthorized Transaction" Disputes
- Contact your card issuer immediately if you believe your payment method was used without authorization
- Also notify Retail Rack at customerservice@retail-rack.com so we can flag the order for investigation
- Retail Rack cooperates fully with card issuers on confirmed fraud investigations
Section 7: Non-Returnable Categories & Chargeback Limitations
Customers are reminded that the following product categories, consistent with our published Refunds & Returns Policy, are not eligible for change-of-mind returns. A chargeback filed on the basis of "change of mind" for these categories will be treated as an unauthorized dispute:
Kitchen Essentials · Home Décor · Lighting · Electronics · Jewelry · Watches · Bags & Accessories · Pet Care · Emergency Readiness · Barware · Beauty · Bed & Bath · Bridal · Fitness · Sunglasses · Lingerie · Swimsuits · Gift Cards · Custom · Personalized · Print-on-Demand · Final Sale Items · Clearance Rack Items · Sale · Items marked as finale sale
These categories remain eligible for refund or replacement only in cases of defect, damage, or fulfillment error, consistent with our Refunds & Returns Policy.
Additionally, the following are never refundable under any circumstances, including via chargeback:
- Original shipping fees are non-refundable under all circumstances, including chargebacks. Shipping is a consumed service, once your order is handed to the carrier these costs cannot be reversed, reclaimed, or disputed through your bank. Because Retail Rack does not receive or control carrier-assessed shipping charges, they are not eligible for refund, reversal, or chargeback.
Section 8: Dropship & Third-Party Fulfilled Orders
Some Retail Rack products are fulfilled by third-party suppliers and may ship from domestic or international locations. For these orders:
- Delivery timelines are estimates and may vary — please refer to the estimated window communicated at checkout or in your order confirmation email before filing a dispute
- If your order has not arrived within the stated delivery window, contact customerservice@retail-rack.com before initiating a chargeback — we will investigate with the supplier immediately
- International orders may be subject to customs delays that are outside of Retail Rack's or the carrier's control and do not constitute a basis for a valid chargeback
- Customs duties, import taxes, and carrier fees are non-refundable
Section 9: Refund Policy Cross-Reference
This Chargeback & Payment Dispute Policy does not replace or modify Retail Rack's Refunds & Returns Policy. For all matters related to:
- Damaged, defective, missing, or incorrect items
- Non-delivery or lost packages
- Change-of-mind returns (eligible apparel categories only)
- Order cancellations
- Refund timelines (5–10 business days)
- Store credit and RMA procedures
Please refer to the Retail Rack Refunds & Returns Policy available at retail-rack.com.
Section 10: Contact & Escalation
We are always your first and fastest resource. Before contacting your bank, please reach out to us:
- Email: customerservice@retail-rack.com
- Subject Line: "Dispute Inquiry – Order # [Your Order Number] – [USA]"
- Include: Your full name, order number, description of the issue, and any supporting photos or documentation
- Response Time: Within 24–48 business hours
If you have already filed a chargeback and wish to withdraw it, please contact your card issuer directly and notify us at customerservice@retail-rack.com so we can assist with the resolution.
Section 11: Policy Updates
Retail Rack reserves the right to update or modify this Chargeback & Payment Dispute Policy at any time. Changes will be posted with an updated effective date. Continued use of our website constitutes acceptance of the current policy.
This policy is intended to protect both Retail Rack and its customers. Nothing in this policy limits your statutory rights as a consumer under applicable law. Retail Rack recommends consulting a qualified legal professional to confirm enforceability in your jurisdiction.
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