Castiron's Chargeback Policy

A chargeback (also known as a dispute) occurs when a customer contacts their bank to reverse a payment. This typically happens if the customer doesn’t recognize the charge, believes there was an error, or has an issue with the order.

At Castiron, we monitor and manage disputes on behalf of our sellers. While we do everything we can to help, the final decision always rests with the customer’s bank.

What Triggers a Chargeback?

A chargeback might be initiated by a customer for several reasons:

1. They don’t recognize the charge on their statement
2. They’re unhappy with the quality of the product or service
3. They believe the charge was made in error or the product was not delivered

Once a dispute is submitted, the bank temporarily withholds the funds while they investigate.

What Happens When a Dispute is Filed?

As of April 4, 2025, we’ve updated our process to better support sellers when a dispute is filed.

Here’s what to expect:

1. We notify you as soon as a chargeback is opened so you're aware and can take action.
2. We request any helpful documentation from you (such as delivery confirmation, order messages, or screenshots) to strengthen your case.
3. We submit the case to the bank on your behalf. You don’t have to deal with the bank directly; we handle the process end-to-end.

The investigation process typically takes 30–90 days. If the bank rules in the customer’s favor, the funds will be returned to the customer and a non-refundable chargeback fee will be deducted from your account.

Unfortunately, once a dispute is closed, the bank’s decision is final and cannot be reversed.

Best Practices to Help Prevent Chargebacks

While chargebacks aren’t always avoidable, here are a few ways to reduce the likelihood:

1. Set Clear Expectations

• Use accurate product photos and descriptions
• Include clear fulfillment and refund policies
• Let customers know how to request a refund without needing to file a dispute.

2. Respond Quickly to Customer Concerns

• Prompt replies build trust and often prevent disputes
• If a customer seems dissatisfied, work to resolve the issue directly

3. Monitor Refund Requests

• If a customer asks for a refund, consider offering it directly
• Let them know you can process it quickly without needing to go through the bank

Need More Help?

Have questions? We’re here for you. Email us anytime at [e-mail]