A chargeback is when a member asks their bank to reverse a card payment they made to your club. The member's bank decides the outcome, not ClubRight or your club. The disputed amount is taken from your balance as soon as the chargeback is raised, a £15 chargeback fee applies, and you have about 14 days to challenge it by emailing evidence to our payment partner, Unipaas. This article explains how you'll know about a chargeback, how it shows in ClubRight, how to challenge it, and what to do with the member's membership.
⚠️ Note: this article covers ClubRight Pay Card. If your club takes card payments through Stripe, see What if my club uses Stripe? below.
How will I know a member has charged back a payment?
ClubRight picks up chargebacks overnight. You then get a notification with a Card Payments button, and a line is added to the member's history on their profile.
You can see all your chargebacks in the Card Payment Portal, on the Disputes tab. Go to Reporting > Accounting > Card Payment Portal, then click Disputes. Each one shows the customer, the disputed amount, the fee and the date, and you can open it to see the reason the member's bank gave.
When is the money taken from my club?
Straight away. As soon as the chargeback is raised, the disputed amount is taken from, or held back from, your ClubRight Pay Card balance, and the £15 fee is charged.
If the bank decides in your club's favour, the disputed amount comes back to you. The £15 fee doesn't.
Does the payment still show as paid in ClubRight?
It depends on what the payment was for:
A one-off purchase, or a membership that has ended: the payment is marked as refunded, so it shows as owed again.
An active membership paid by saved card: the payment is left showing as paid. This is so the nightly card run doesn't take the same money again by itself.
What should I do with the member's membership?
If the membership is still active, the notification asks you to decide what to do next. You can:
Collect the payment again, for example by taking it at reception, or by clicking Send card request on the Payment Methods card on the member's profile so they can add a new card
Cancel the membership, so it stops collecting. See Cancelling a membership
Write the payment off
How do I challenge a chargeback?
Email our payment partner, Unipaas, within about 14 days of the chargeback being raised.
Find the chargeback on the Disputes tab in the Card Payment Portal and note its reference.
Email clubrightpay@unipaas.com, say you want to challenge the chargeback and include the reference.
Attach as much evidence as you can, for example the member's membership confirmation emails, payment receipts and visit records.
If the bank decides in your club's favour, the payment goes back to paid in ClubRight and you're told the disputed amount has come back. The £15 fee is still kept.
Is there a fee for a chargeback?
Yes. Each chargeback costs £15. The fee covers the card companies' handling costs and is standard across card providers. It's never returned, even if you challenge the chargeback successfully.
The fee is taken from your payouts and shows in your reconciliation reporting in the Card Payment Portal.
What if my club uses Stripe?
If you take card payments through your own Stripe account, chargebacks (Stripe calls them disputes) are handled in your Stripe dashboard, with Stripe's own fees and deadlines. ClubRight doesn't show Stripe chargebacks, so the payment will still show as paid in ClubRight. Keep an eye on your Stripe dashboard so you don't miss one.
Have more questions about chargebacks?
If you have a question that is not covered here, click the chat button to contact our Customer Success team, or email help@clubright.co.uk.