What is a chargeback?
When a Venmo User files a chargeback with their credit card issuer, it means that they’re disputing a charge and asking the card issuer for a refund.
A Venmo user might file a chargeback for any of the following reasons:
- Don’t recognize a debit or credit card charge
- Didn’t authorize a payment
- Didn’t receive an item or service they purchased
- Received a damaged or defective item that they purchased
- A processing error caused them to be charged the wrong amount or charged twice
I was notified of a chargeback on a payment I received
If a Venmo user files a chargeback on a payment sent to you, we’ll let you know. If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction within 10 days of receiving this notification.
It typically takes 30 days for us to dispute the chargeback, and it may take the Sender’s card company up to 75 days to resolve a chargeback and come to a final decision.
- A chargeback isn’t the same as a dispute filed directly with Venmo. The chargeback process is initiated outside of Venmo, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.
How can I provide info for a chargeback on a payment I received?
If we have requested information regarding a chargeback filed against a payment you received, please send an email to chargebackdisputes@venmo.com with additional information to help us dispute the chargeback. This can include:
- Provide valid tracking information in order to dispute the chargeback received
- Provide valid proof of a refund (either within or outside of PayPal) in order to dispute the chargeback
- Additional evidence for dispute (other than tracking information)
- Any communication between the sender and recipient
- Any additional evidence or information
- Accept liability for the chargeback
I filed a chargeback on a payment I sent
If there was a chargeback claimed against a payment you sent on Venmo using a debit card or credit card, your card issuer can provide you with updates on your case. If you receive a notification of a negative balance incurred on your Venmo account, you’ll need to visit venmo.com/addfunds to recover the amount. Your account will also be temporarily suspended until the funds are paid back.
- Please note: You’ll only be able to use a bank account in this instance. Once the funds have posted to your account, please reach out to us directly and we’ll be glad to lift the frozen status from your account.
If the payment in question was not authorized, please feel free to contact us and we can look into the matter further for you. In this event, please be sure to provide as much detail as possible about the unauthorized activity.