A chargeback is when a cardholder asks their bank to reverse a payment. On a White Label DSP, advertiser payments go through your gateways, so chargebacks from your advertisers land with you.
Your advertisers' chargebacks
Because advertisers pay into your own payment gateways, the dispute is between the cardholder, their bank and your payment provider. Prepare for it:
- Keep records: top-up date, amount, campaign delivery and reports for the period.
- Respond in your provider's dashboard with that evidence before the deadline.
- Pause the account while the dispute is open if your terms allow it.
- Write a clear refund rule in your own terms, so advertisers ask you first.
Some gateways help: the marketplace lists Paddle as handling tax, refunds and chargebacks.
Your own payments to AdTech Europe
The Refund Policy asks clients to contact AdTech Europe before opening a chargeback. Accounts with open chargebacks may be paused until they are resolved. To raise a billing problem, email support@adtech.eu from your account email with your account ID and the payment; requests are answered within 5 business days.
Reduce disputes
- Use a recognizable billing descriptor (your brand).
- Send a receipt for every top-up.
- Screen new advertisers — many disputes come from stolen cards.
Related: What is refundable · Refunds and cancellation