A chargeback looks like a refund and is not one. Knowing the difference will save you some confusion, and possibly some money.
What it is
A refund is you giving money back.
A chargeback is the customer’s bank taking it back, on their instruction, without asking you.
The customer contacts their bank, says they do not recognise the payment or that something went wrong, and the bank reverses it. The money leaves your account.
Where you see it
In your Transactions list, with the status Charged back, or Partial chargeback if only part of the amount was reversed.
Which methods can be charged back
Mainly cards. This is a feature of the card networks, and it exists to protect cardholders from fraud.
iDEAL cannot be charged back. Once an iDEAL payment is made, it is final. This is one of several quiet reasons iDEAL is a pleasant method to be paid with, and worth knowing if you sell mostly in the Netherlands.
What to do about one
Do not panic. In a legitimate business selling real packages to real agents, chargebacks are rare.
Do not refund it as well. The money has already gone. Refunding it would send it twice.
Look at the payment. Was it your customer, buying what they meant to buy? Then it is worth contacting them, because most chargebacks of this kind are simply people who did not recognise a line on their statement.
Check your invoice descriptor. If the name that appears on your customer’s bank statement is not the name of your website, they will not recognise it, and some of them will call their bank instead of you. Your Mollie dashboard controls what that line says. Making it recognisable prevents chargebacks before they happen.
Chargebacks and your analytics
The plugin counts a chargeback as money that was received and then reversed, in the same way it treats a refund. Your revenue figures reflect reality rather than optimism, which is the only way figures are worth having.