# Chargebacks

A chargeback is when the customer's bank or card provider takes a payment back, for example after the customer disputes it. Weav records it once the provider has taken the money back.

- The payment moves to `REVERSED`, with `reversed_at` set.
- Weav takes back what wasn't refunded already. It comes off your available balance, and Weav's fee isn't returned.
- You get a `PAYMENT_REVERSED` webhook, and your Owners and Finance get an email.
- If your balance can't cover it, Weav takes what's there and your balance goes below zero by the rest. Withdrawals wait until incoming payments bring it back above zero.

## In the webhook

| Field | Type | Description |
| --- | --- | --- |
| `payment` | `object` | The payment, now `REVERSED`. |
| `reversal` | `object` | `reference_id` (`RV` plus 12 characters), `amount` in pesos, `provider_reference_id` (the provider’s chargeback reference, or null) and `reversed_at`. |

If you think a chargeback is wrong, email [support@weavpayments.com](https://www.weavpayments.com/support) with the payment's `reference_id` and any proof of delivery.