YooMoney API
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What is chargeback
A user can request a refund to their card not only from the store but also from the bank that issued the card. This request for money from the issuing bank is called a chargeback.
Here's how it works:
  1. User sends a request for a chargeback to the issuing bank.
  2. Bank checks the details and decides if the chargeback should be initiated.
  3. If the bank approves the request, the claim is sent to the payment system and then to seller's bank (in our case, to YooMoney).
As soon as we receive such a claim, we inform the seller about it to dispute the chargeback together.
When is chargeback requested
  • User claims they haven't bought anything
  • Order hasn't been delivered
  • Wrong or faulty product was delivered
  • User returned the product but hasn't received a refund
  • Payment was debited from the user but hasn't gone through to the store
  • Money was debited from the card twice
  • User wasn't aware that the trial period of a subscription has expired
What to do if someone requests chargeback from you
Provide all the details of the transaction to us
We need as much proof as possible that the customer paid by themselves being aware of all the terms and conditions and received the product or service they paid for.
There's no universal list of required details: it all depends on the situation. However, the more details you can provide right away, the more likely it is that we can overrule the claim. Here's a recommended list:
  • Order details (what the order includes, when it was made).
  • Customer's account details, including their full name, phone number, and email address.
  • Screenshots proving that the customer was aware of all the terms and conditions: for example, that the subscription isn't free.
  • Confirmation of the fact that the customer has received the order: chat screenshots, a signed shipping list or delivery note (or similar documents).
  • Screenshots proving that customer's card is linked to your service.
Remember: the more details you provide, the more likely it becomes that we can dispute the chargeback and save the money.
Don't make a refund by yourself
It's important to know that customers can initiate a chargeback while simultaneously insisting on receiving a refund from you. If you agree to make a refund, accept the claim: it's enough to just respond to our email.
A customer can ask you to make a refund by yourself: to a different card, using different banking details, by creating a payment order or in any other way. In any case, don't do it. Otherwise, there's a risk that you pay twice.
If it happened, make sure you inform your manager about and request a receipt confirmation from the customer. It's important that this confirmation states that the refund was made using a different method upon customer's request.
Wait for a request
Sometimes, money for a chargeback is withheld immediately, before the request for documents confirming the payment is received. If this happens, you can just start preparing documents: you're still going to receive the request and you'll be able to dispute the chargeback.
How disputing chargebacks works
We'll collect the details from you, add our comments, and send everything to the issuing bank. The customer will look through all the information: after that, there are two possible scenarios:
  1. Customer revokes their claim. If you don't receive any information about the continuation of the dispute within 60 days, it can be considered closed.
  2. Issuing bank and customer refuse to accept the proof. If you're sure your proof is valid and if you'd like to continue the dispute, the case will be transferred to payment system's arbitration committee and it'll make its final verdict.
Is there any commission for chargeback
Yes, payment systems charge commission: its size depends on the payment system. We'll inform you about each case individually.
Payment system's arbitration charges commission from the side that lost the dispute. On average, it's $500 for VISA, 500€ for Mastercard, and 25,000 ₽ for MIR cards.