A chargeback happens when a customer asks their bank to reverse a card payment, instead of or after asking you for a refund. Common reasons:
They don't recognize the charge.
The product or service wasn't delivered.
The product was damaged or not as described.
Their card was stolen and used for fraud.
A refund wasn't processed properly.
How it works
The customer disputes the charge with their bank.
The bank reviews the case and alerts the card network (like Visa or Mastercard), which notifies Jim.
Jim notifies you by email and in the app, and the disputed amount is deducted from your balance while the case is open.
You accept the chargeback or dispute it with evidence.
The customer's bank makes the final decision. Jim isn't part of that decision and lets you know the result.
How to dispute a chargeback
Keep an eye on Jim's emails and app notifications to see the deadline to send documents for your case.
Tap your name at the top left.
Tap Chargeback.
Tap the chargeback, then tap Send documents.
Tap Continue, add your documents and tap Send documents or Submit documents.
If you don't see Chargeback or Send documents, update the app. If you still don't see them, send your documents in the in-app chat or by email to help@jim.com.
If the cardholder doesn't recognize the purchase (fraud)
A photo of the card used for the purchase, front and back, showing only the last 4 digits and the cardholder's name
A photo of the cardholder's ID, front and back
The Recognition Term, signed by the cardholder, matching the ID
For details and a template, see Protect your online sales from fraud and chargebacks.
For other disputes
Description of the transaction or contracts made with the customer
Invoice or another document describing the purchased item/service
Quote or contract, preferably signed
Proof of delivery/receipt, preferably signed
Evidence that the product/service was delivered as agreed (e.g., photos or conversation screenshots)
Your establishment's return/cancellation policy
Statement that the customer did not return or attempt to return the products
Evidence that the customer did not try to cancel the purchase according to your establishment's policy or contract
Not accepted: videos, audio and screenshots of the Jim app. For fraud disputes, chat screenshots with your customer aren't accepted either.
After you send your documents
We'll be in touch via email within 5 business days. You'll receive an email with the outcome.
How to avoid chargebacks
Describe your products, prices and delivery times clearly.
Send a receipt after every sale.
Keep delivery confirmations and tracking numbers.
Answer customers quickly, so they come to you before their bank.
Don't split one sale into several smaller charges.
For more, see FAQ: Chargebacks.
Need more help?
Human support is available Monday to Friday, 9am to 5pm EST.
Chat: in the app
Phone: +1 833 315 2573
Email: help@jim.com
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