Once you ask email@example.com to initiate a chargeback, we'll work with our bank partner to get the process going. Visa makes the final decision on all chargeback requests since our cards are issued by them. It can take many weeks for a decision to be made. We follow up regularly to get updates and you don't have to check in with us regularly, but feel free to do so if you haven't heard back from us after 6 weeks. We may reach back out to you for more information about the specific transaction.
The ultimate decision is about who is liable for the fraud - the merchant (the entity where the card was fraudulently used) or issuer (Airbase). If Visa decides that the merchant is liable, then you'll see a refund processed into your account on the same card. The money will be refunded even if the card has been suspended and your account balance will increase by the corresponding amount.
If the issuer is found to be liable, then either Airbase or you will be liable for the fraud. We follow a simple policy of treating our customers fairly and doing the right thing when we decide who is ultimately liable in this scenario. If there was nothing you could have done to avoid the fraudulent transaction(s), then we'll refund you. Examples include:
- A Physical Card is skimmed without your knowledge and later used fraudulently in a store.
- A vendor to whom you've provided a Virtual Card is breached and the card is used fraudulently.
There is not much you could have done to avoid the above scenarios and it's not really your fault, so we'll refund you.
But, if the fraud happened because of a completely avoidable scenario, then you will be liable for it. Examples include:
- You or your employees share card numbers via e-mail, Slack or other insecure means (use our secure sharing feature instead!).
- You don't report a lost or stolen card as soon as you find out and there are fraudulent transactions in the interim.
- You don't suspend a card after you notice fraudulent transactions on it, and then see more fraudulent transactions in the future.
- You don't suspend an employee's card after they leave the company and they continue to use it (we don't consider this to be fraud).
The bottom line is that we want to do right by our customers and will treat each instance of fraud in good faith. We want you to realize that preventing fraud is a shared responsibility. You and your team have an important part to play in it and you will likely be liable for any losses if you don't do that.