What is a chargeback?

A chargeback is a tool you can use when you have questions or concerns about a transaction that has been approved on your card. First, you must initiate the process directly with the merchant where you made the purchase, as established in Article and following of Decree 1074 of 2015. This can help clarify any misunderstandings.


Afterwards, you can initiate a chargeback process.


In what cases can you request a chargeback?

  • When the transaction is a result of fraud.
  • When an unauthorized operation has been carried out.
  • If the product you purchased has not been delivered.
  • When the delivered product does not match what you had requested or does not meet the characteristics attributed to it according to the provided information.
  • If the delivered product is defective.
  • Duplicate transaction.


At Clara, we strive to make this process as simple as possible. Here’s how you can initiate a chargeback process with us:


From the platform:

  1. Log in to your Clara platform.
  2. Go to the "Transactions" section.
  3. Click on the transaction you want to report.
  4. Select "report transaction".
  5. Complete the questions related to the claim and provide additional comments so we can better understand your situation. You can also attach evidence if you wish.
  6. Click "Submit" and you’re done.


Some aspects to keep in mind:

  • This process applies to both non-face-to-face channels, such as the internet, PSE, virtual store, as well as face-to-face channels.
  • Keep in mind that the maximum period for filing a claim depends on the reason for the chargeback and is defined by the franchise associated with your card. Generally, you can file a claim within 90 to 120 days after the transaction date.
  • Once we receive your claim, we will provide a temporary refund for the purchase amount within the next 5 days. However, if the franchise determines that the chargeback is not valid, Clara will proceed to re-charge the purchase amount to your account.


What are the possible statuses of a chargeback?

  • Under review
  • Rejected
  • Approved
  • Cancelled
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