A Mastercard chargeback investigation can take up to 120 days from when the request is initiated. This is the maximum timeframe; the case may be resolved sooner.
The investigation is conducted by Mastercard along with the merchant and their payment processor. ARQ cannot expedite the response or issue a refund before a resolution exists.
You can check the claim status from the Help Center or from the transaction detail in the app. When there is an update, you will also receive a notification in the app and an email.
While the case is under review, keep receipts, emails, and other evidence related to the purchase. Additional information may be requested during the investigation.
Opening a chargeback does not guarantee a refund. The decision depends on the investigation and the evidence presented by both parties.