A chargeback represents a dispute initiated by a card holder when either they do not recognise a transaction on their account or they have a complaint regarding the acquired service/goods.
Once you dispute a transaction, the bank contacts the merchant (in this case, Avangate) and requests information relevant to the complaint. If sufficient proof is not given, the card company/bank will debit the transaction from the Avangate’s account and return it in the holder’s account. As a consequence, we cannot issue a refund while dispute is still open as our account might be debited twice (once for the refund processed by us, once for the dispute closed by the bank/card company in your favour).
Once you have opened a chargeback, the dispute process is managed by the bank/card company directly, not by Avangate. You can either wait for the dispute to be finalised (may last up to 2-3 months) or you may close the dispute with your issuer we will handle the whole refund process on your behalf.