Chargebacks

In Mexico, direct debit (Domiciliación Bancaria) is regulated by banking laws that give payers up to 90 days from the debit date to request a chargeback from their issuing bank for unauthorized or incorrect charges. This strong consumer protection creates exposure you should factor into your collections strategy.

How chargebacks work

When a customer disputes a charge with their bank and the chargeback is upheld:

• The reversed amount is deducted directly from your outstanding balance with Monato.
• Depending on your business profile, a safety deposit may be required to offset potential chargeback exposure. This is assessed case by case at onboarding.
• Monato sends a charge_result webhook with charge_result: "chargeback". There is no separate event type for chargebacks.

The charge status becomes chargeback. A charge can move to chargeback from confirmed, or from processing when the bank reports that the customer rejected the charge. See Charge statuses.

Webhook notification

{
  "event": "charge_result",
  "timestamp": "2026-02-15T09:00:00.000000+00:00",
  "data": {
    "charge_id": "22222222-2222-4222-8222-222222222222",
    "charge_result": "chargeback",
    "charge_reference": "subscription-0001",
    "amount": 250.0,
    "declined_reason": null,
    "risk_status": "ok",
    "risk_reasons": null,
    "client_debt_id": null,
    "instrument_identifier": null,
    "is_test": false
  }
}

declined_reason is always null on a chargeback. See Webhook events for every field.

Reconciliation

Chargebacks appear in Portal reports, including the Chargebacks Report under Reports. Use it to track chargeback volumes, reconcile your balance and identify patterns. See Reports.

Tailored conditions

Chargeback exposure and mitigation requirements vary by merchant. Monato analyzes each merchant’s risk profile individually. Safety deposit requirements and any specific conditions are agreed at contract signing. For questions about your conditions or safety deposit, contact the Monato team.