A dispute enters arbitration after our Risk Team reviews the case during pre-arbitration and decides to escalate the case to the card brand. During arbitration, the card brand reviews all evidence from you and the cardholder, and then makes a final decision.

If the card brand rejects your evidence, you are responsible for arbitration fees. Because the arbitration fees are high, our Risk Team proceeds with arbitration only if you have strong evidence to support the case.

After the card brand reviews the evidence, they make one of the following decisions:

• Card brand accepts your evidence - The cardholder's bank returns the transaction amount to your account, and the cardholder pays the arbitration fees.
• Card brand rejects your evidence - The cardholder keeps the transaction amount, and you pay the arbitration fees.

To check the status of your dispute, call 1-888-477-4500 and follow the prompt for chargebacks, or email chargeback@payroc.com. Our Risk Team contacts you only if they require more information from you.