Chargebacks

In Mexico, direct debit (Domiciliación Bancaria) is regulated under banking laws that give payers up to 90 days from the debit date to request a chargeback with their issuing bank for unauthorised or incorrect charges. This strong consumer protection introduces exposure for merchants that should be factored into your collections strategy.

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

• The reversed amount is deducted directly from the merchant's outstanding balance with Monato.
• Depending on your business profile, a safety deposit may be required to offset potential chargeback exposure. This is assessed on a case-by-case basis at onboarding.
• The platform sends a charge_result webhook event with charge_result: "chargeback" to notify you when a chargeback is processed.

{
  "event": "charge_result",
  "timestamp": "2025-11-15T09:00:00.000000+00:00",
  "data": {
    "charge_id": "683b4a12-ebf9-40c2-9226-f97f4b7782ab",
    "charge_result": "chargeback",
    "charge_reference": "subscription-0235"
  }
}

Chargebacks appear in Portal reports and are included in the Chargeback Report available under Reports. Use this to track chargeback volumes, reconcile your balance, and identify patterns.

Chargeback exposure and mitigation requirements vary by merchant. Monato analyses each merchant's risk profile individually — safety deposit requirements and any specific conditions are agreed at contract signing.

For questions about your chargeback conditions or safety deposit, contact the Monato team.