Chargeback - can you reopen if you cancel it?


My very first chargeback experience here. Not sure if I can use a popular Chinese online shop name here, so I won’t.

After a few weeks of being totally ignored, I finally filed a chargeback through Monzo. Suddenly, 3 weeks later, that shop CS came back to me today. They said, they would like to issue a full refund but they can’t as long as the chargeback claim is open.

I don’t trust them, so my question is, if I close that chargeback claim now and they still won’t give me the money back, will it be possible to reopen it again?


Keep in mind that I don’t work for Monzo but here is my understanding:

When you start a chargeback claim, the funds may be “held” by the bank while they investigate. This could prevent the retailer from issuing a refund.

If you’re not sure if the retailer can be trusted, it may be best to speak to Monzo Support via the app before you cancel your dispute.

Leave the dispute open with Monzo and resolve it through the bank. They had their chance to resolve as a merchant but failed to do so.

They could change their mind.


Yeah, its a tricky situation. I was trying to get it sorted for weeks, they decided to copy-paste the same answer even when I kept providing screenshots and emails confirming that I’m not able to provide what they want, because they courier told me that they won’t give me that.

Now they sent me this (see below), I don’t want to be in a situation, that I cancel the chargeback and they will show me the middle finger, because that would leave me with nothing. But in the other hand, I’ve got no guarantee that my chargeback is going to be successful either.

We are deeply sorry that you haven’t received your package, we will try our best to help you out.
The current solution we could provide is a full refund, because we fully aware that Evri should be responsible for the problem you encountered.
However, we noticed that you’ve raised a chargeback for this order, so we could not issue you a refund. Please cancel the chargeback so that we are able to apply for a refund for you.
Sorry for the inconvenience it has caused and we wish that you would have a lovely day.

Let monzo deal with it, that’s their job, and duty to you as a customer.


Tell them once you’ve been refunded you’ll notify the bank to withdraw the chargeback. There’s no risk to them for this approach, because if the transaction is refunded the chargeback will not go through anyway (because there’s nothing to charge back).

Don’t withdraw the chargeback until you have a refund, they’ll certainly dissapear again if you do.

Taking a guess here.

It might not process if it’s been initiated the other way via chargeback.

I think merchants get charged when a chargeback is processed, so asking the customer to cancel and then they refund doesn’t incur.

Could be totally wrong, but I’m sure I read about the charge a while back.

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Tricky situation, they claim they can’t issue a refund with chargeback open. That order is indeed “Frozen” when I check it but it is weird that it is “Frozen” for them too. But I don’t really know what it looks like in the background. It is Ali BTW.

Dear Customer,

I hope this email finds you well. I understand that the current situation with your order, given the initiated chargeback process, might be causing some inconvenience, and I sincerely regret any distress this has caused you.

Please be advised that due to the chargeback being in progress, your order has been temporarily frozen in our system. As a platform, our capabilities to intervene and perform further actions, including issuing refunds directly, are unfortunately restricted at this stage. I genuinely wish I could assist you with an immediate refund; however, our hands are tied by the ongoing chargeback proceedings.

Should you prefer not to cancel the chargeback and instead await the chargeback outcome, we completely understand your position. When the chargeback is finished, we would be able to give you a refund finally.

Your patience during this time is greatly appreciated. If you have any questions or need further clarification, please don’t hesitate to reach out. We value your trust and are here to support you throughout this process to the best of our abilities within the constraints posed by the chargeback procedure.

Thank you for your understanding, and I hope for a swift resolution in your favor.

Best regards,
Customer Support Team

Mastercard will force it back.

Sounds to me like they are just okay for you to let the chargeback go through, so just do that. Seems simple no?