A chargeback occurs when a client contacts their bank or card provider to dispute a payment — for example, if they do not recognise a transaction or believe they were charged incorrectly.

Important: A chargeback fee applies per chargeback raised, regardless of outcome: €20. To reduce chargeback risk, remind clients how Payments Manager transactions appear on their statement. 

How will I know if a chargeback has been raised?

Unipaas will notify you by email as soon as a chargeback is raised against one of your card payments.

What are my options?

• Resolve directly with your client: If the dispute is a misunderstanding, speak to your client and issue a refund if appropriate.
• Dispute the chargeback: If the payment was legitimate, submit evidence to contest the claim. We will work with you to provide the evidence needed.

How do I submit evidence?

You have 14 days from the notification date to respond. Gather: 

• The original invoice
• Proof of delivery or service completion
• Email correspondence with the client
• Any other records demonstrating the transaction was genuine

Unipaas will review your submission and update you on the outcome.

What if I do not respond in time?

If you do not respond within the required timeframe, the chargeback is likely to be decided in your client's favour. Respond as promptly as possible.

How does Payment Manager protect against fraud?

Payment Manager uses 3D Secure (3DS) authentication for card payments — clients verify their identity via a one‑time passcode from their bank, in line with PSD2 Strong Customer Authentication requirements. This significantly reduces the risk of unauthorised card transactions.

What if I suspect fraud on my account?

Contact BrightBooks support immediately at brightbookssupport@brightsg.com. We will escalate to Unipaas for urgent investigation.

Note: Payment Manager does not issue cards to merchants. If a client believes their card was used fraudulently by a third party, they should contact their card issuer directly.