To submit rebuttal documents for a chargeback or retrieval request, follow the directions below. To read more about chargebacks, visit the Chargebacks FAQ article.

Before you start

  • If you have any questions regarding this chargeback or the status at any time, please contact TSYS' Chargeback Department at 800-654-9256; option 1, 1, 3.
  • You must be registered for TransLink.

Sending chargeback and retrieval documents in Translink

  1. Once you have successfully logged into your TransLink portal, you will navigate to the menu on the left and click the Detail tab. If it is not immediately visible, you may need to click on the 3 yellow, arrows to see the Detail tab.
  2. Once you click on detail, it should take you to the Chargeback/Retrieval Detail area. Click the Create Report button for the date range you need. This will display the date the chargeback was filed, the last 4 of the card that filed the chargeback, and the reason why it was filed.
  3. Click the Send button under Send Documents to fight/rebut the chargeback and submit any relevant documents.
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  4. A Case/Record# page will open and you will enter the following:
    1. Contact Name: Your Name.
    2. Reference/Order Number: You can enter information from your software here to help you and your client identify the charge.
    3. Rebuttal Reason: Choose most accurate reason specific to you.
    4. Action: Choose Online Rebuttal.
    5. Text Box: Type a brief description explaining your experience with the cardholder, your evidence, and anything you deem important.
    6. Select Letters to Upload: This is where you will upload all of your supporting documents, i.e., contracts, conversations with clients, screenshots of supporting evidence, terms and agreements. Note: for VISA disputes, you will not have another opportunity to submit evidence so ensure you provide as much as you can on this screen.
  5. Click Upload Text & File to Case to complete the process.

You may also fax the documents to: 706-644-5210, and call 1-800-254-7171 ext 7352 to confirm the documents were received. Alternate fax: 1-706-644-5210.



The Chargeback Department at TSYS can be reached at: 800-654-9256, option 1, 1, 3 if you have any chargeback-related questions.