Payment Methods »Chargebacks & Disputes
A chargeback is a payment that has been reversed either by the purchaser or the bank used to make the purchase.
Chargebacks are a tool for fraud prevention, a way to reverse a charge that has been made by an unauthorized purchaser.
Chargebacks are not intended as a means of obtaining a refund or cancelling a billing agreement or subscription. They are used to stop a payment made by a purchaser who has fraudulently obtained payment information rather than a charge made by the actual cardholder, even when they have changed their mind. Refunds are intended to help with dissatisfaction or a change of heart.
When a chargeback occurs the payment is placed on hold while the dispute is mediated. The WordPress.com site in question is automatically suspended as a result of the dispute.
The dispute mediation process can take up to 80 days to complete, at the end of which any resulting refund would be issued by the issuing bank or payment provider. WordPress.com cannot issue a refund while a dispute is active.
If the chargeback completes and the credit is issued by the payment provider rather than refunded by WordPress.com, a $20 fee is incurred to cover the cost of the dispute resolution process. Once this fee is paid the site can be restored and used normally with or without upgrades. There is no fee if the dispute is cancelled.
Canceling a Dispute
Chargebacks can usually be cancelled in the first 10 days after they have been issued. You can cancel a chargeback by contacting the bank or payment provider through their website or by phone — generally they can be cancelled in the same way they were initiated.
If a refund is desired, the chargeback/dispute should be cancelled and a refund requested instead. There is no fee if the dispute is cancelled.
Getting a Refund
WordPress.com is happy to issue refunds in the first 30 days after purchase for all upgrades except domains, which must be cancelled within 48 hours due to their unique registration process. If a refund is needed at any time, even after the first 30 days, please contact our support staff rather than disputing the original payment. We want you to be satisfied with your experience with WordPress.com.
Please note: disputing the payment does not result in an immediate refund and is generally much slower than requesting a refund from a merchant.
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