Chargeback Fee Policy for Merchants
GCash is updating its chargeback fee policy to better protect merchants from upfront financial exposure during payment disputes.
What’s Changing?
Starting September 23, 2025, no chargeback fee will be applied at the initial stage of the chargeback. Fees will only apply if a case escalates to pre-arbitration or arbitration.
Here’s a quick comparison:
| Stage | Before (Old Policy) | Now (Updated Policy) |
|---|---|---|
| Initial Chargeback | Fee was automatically held/earmarked/captured for every case | No fee applied |
| Pre-Arbitration | Fee applied | Fee applied |
| Arbitration | Fee applied | Fee applied |
Important Details
- Effective Date: The updated policy applies to all chargeback cases from September 23, 2025 onwards. Disputes filed before this date will follow the previous fee structure.
- No Upfront Fee: Merchants will not be charged a fee when a chargeback is first filed.
- Fees Only on Escalation: Fees are only imposed if the case moves to pre-arbitration or arbitration.
- Automatic Policy Update: The new policy supersedes any previous terms, including those in existing agreements or device orders. No additional signature or action is required—by continuing to use GCash acquiring services, you accept the updated terms.
Frequently Asked Questions
1. What is a chargeback fee?
A chargeback fee is the fee applied when a customer disputes a transaction and the amount is reversed from the merchant. It covers the processing and administrative costs of handling the dispute.
2. What has changed with the chargeback fee?
Previously, a chargeback fee was automatically held, earmarked, or captured for every chargeback case. With the update, no chargeback fee will be applied unless the case escalates to pre-arbitration or arbitration.
3. Where can I view the updated chargeback fee terms?
You can review the updated policy in the GCash for Business Portal under Terms & Conditions. The new structure clarifies that fees will only be imposed if the dispute proceeds to pre-arbitration or arbitration stages.
4. When will the new chargeback fee take effect?
The updated chargeback fee will apply to all chargeback cases from September 23, 2025 onwards. Transactions disputed before this date will follow the previous fee structure.
5. What if I already ordered an in-store payment device and my old Terms & Conditions show the previous fee structure?
The updated chargeback fee policy will supersede the previous terms. This means that even if your original agreement reflected the old fee structure, the new policy applies going forward — no fee at initial chargeback, fees only if the case escalates to pre-arbitration or arbitration.
6. Do I need to sign anything to accept this change?
No additional signature is required. By continuing to use our acquiring services, you acknowledge and accept the updated terms, including the revised chargeback fee policy.
7. How will this impact my business?
This update reduces upfront financial exposure, since no fee is charged at the initial chargeback stage. Fees only apply if disputes escalate further, encouraging proactive resolution at earlier stages.