ChargebackKit
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Marketplace & Platform Chargeback Playbook

A chargeback playbook for online marketplaces and platform businesses. Covers split liability, seller evidence coordination, platform responsibility, and multi-party dispute resolution.

Evidence Checklist (12 items)

  • 1Platform transaction records
  • 2Seller verification documentation
  • 3Buyer and seller communication logs
  • 4Platform dispute resolution records
  • 5Seller fulfillment confirmation
  • 6Platform guarantee or protection policy
  • 7Buyer account history and behavior
  • 8Seller performance metrics
  • 9Platform terms of service
  • 10Payment split documentation
  • 11Refund or credit history
  • 12Platform fraud screening results

Marketplace chargeback complexity

Marketplaces face unique challenges because the platform processes the payment but a third-party seller fulfills the order. Disputes create a three-way situation between buyer, seller, and platform. Your response must coordinate evidence from both the platform and the seller.

Platform vs seller liability

Determine whether the dispute is about the platform (payment processing, buyer protection) or the seller (product quality, shipping). Your response strategy and evidence requirements differ based on where the issue lies. Most marketplace terms assign primary dispute responsibility to the platform.

Seller evidence coordination

When the dispute relates to a seller's product or fulfillment, you need the seller's evidence: shipping confirmation, tracking, product documentation, and customer communication. Build processes that allow quick evidence collection from sellers when disputes arise.

Platform protection programs

If your marketplace offers buyer protection, show whether this dispute falls within the protection parameters. If it does, the platform may absorb the cost. If it does not, document why the protection does not apply and present seller evidence.

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Frequently Asked Questions

Who is responsible for chargebacks on a marketplace?↓
Typically the entity that processes the payment bears the chargeback liability. Most marketplace platforms are the merchant of record and handle disputes. However, your terms may allow you to recover losses from sellers in certain situations.
How do I collect evidence from sellers quickly?↓
Build automated evidence request workflows. When a dispute is opened, automatically notify the seller with the specific evidence needed and a deadline. Store seller fulfillment data centrally so you can access it without waiting for seller responses.
Should my marketplace offer buyer protection?↓
Buyer protection programs reduce chargebacks by giving buyers a resolution channel within your platform. Customers who can resolve issues through your protection program are less likely to contact their bank. The cost of the program is typically less than uncontested chargebacks.

Related Templates

Evidence Checklist

Fraud Evidence Checklist

Evidence Checklist

INR Evidence Checklist

Playbook

E-Commerce Playbook

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