AI agents for business finance: what they can and can't do
What AI agents can do in bookkeeping, close, collections and compliance today, where a person must stay in charge, and how to judge a product.
The short answer
A chargeback starts at the customer's own bank, which disputes the card payment through the card network and the acquirer; Moniepoint then contacts you for evidence. Moniepoint's help centre, as at Oct 2026, has no chargeback article and publishes no timelines, but it says a lien may be placed on your account if a fraudulent transaction is traced to your POS. Keep receipts, proof of delivery and customer details so you can respond quickly.
What a chargeback is
When a customer pays on your POS terminal, their bank (the issuer) debits their card and the money reaches you through Moniepoint (acting for you as the merchant's provider). A chargeback is the reverse journey: the customer tells their bank the payment was wrong, and the bank asks for the money back through the card network. Customers raise them for several reasons:
- They do not recognise the transaction, or say their card was used without permission.
- They paid but did not receive the goods or service.
- They were charged twice, or charged the wrong amount.
- The terminal showed failed but they were debited.
The last case is usually a reversal rather than a chargeback, and Moniepoint handles it differently; see Moniepoint POS transaction not settled. Our general explainer, chargebacks and reversals in Nigeria, covers the wider rules.
What Moniepoint publishes
We read Moniepoint's 17 help-centre topics in Oct 2026. None covers merchant chargebacks directly, and there are no published response deadlines or chargeback fees. What the POS and Fraud sections do say is relevant:
- Fraud traced to your POS
- A lien may be placed on your account during the investigation. You are asked to cooperate by providing transaction receipts and related documents.
- Fraud on your terminal
- Report it immediately to the Fraud Desk by email, or through support, with the date, amount and reference ID.
- Failed but debited
- For eligible error codes, log a reversal; if Moniepoint receives settlement the customer is reversed within 24 to 48 working hours. Otherwise the customer goes to their own bank's dispute form.
- Police and courts
- Moniepoint says it shares account details and transaction history with law enforcement on receipt of a valid court order.
Because timelines are not published, act on any dispute notice the same day. Card networks run on fixed response windows, and a merchant who replies late generally loses the case by default.
Evidence that wins a dispute
The strength of your response depends on what you recorded at the time of sale. Build these habits now, before any dispute:
- Keep the merchant copy of every receipt, with terminal ID, time, masked card number and response code. Moniepoint's terminals can be set to print one or two receipts.
- Note what was sold on the receipt or in your sales book, with the customer's name and phone number for larger amounts.
- For deliveries, get a signature, photo or message confirming receipt.
- For services (salons, hotels, repairs), keep the booking record and any agreement on price.
- Keep CCTV footage, where you have it, for a reasonable period after large sales.
- Write down any refund you gave in cash or by transfer, so you are not charged twice.
Worked example
Example: a customer pays ₦85,000 on your terminal for a phone. Three weeks later their bank raises a dispute saying the card was used without permission.
- If you have the receipt, the customer's name and number, and a photo of them collecting the phone, you can show the card was present and the goods were handed over.
- If you have only the receipt, you can prove the card was used on your terminal, but not who used it.
- If you have nothing, the dispute is likely to go against you, and the ₦85,000 can be recovered from your account. If fraud is suspected, a lien may also be placed while it is investigated.
The ₦85,000 is the difference between a recorded sale and a lost one, so the five minutes spent on a receipt and a phone number is worth it for big tickets.
If you receive a dispute notice
- Read exactly which transaction is disputed: date, amount, terminal and reference.
- Gather the evidence above for that transaction.
- Reply through the channel Moniepoint used, or through support or your Business Relationship Manager, and keep a copy.
- If you already refunded the customer, send proof of the refund.
- If the dispute claims fraud and you suspect a staff member or a stolen card, report it to the Fraud Desk and, where needed, to the police.
If a lien is placed and you think it is wrong, ask support what documents will clear it and provide them promptly. Keep a log of every message with dates.
Chargeback, reversal or refund?
The words are often used loosely, but they lead to different processes:
| Term | Who starts it | Typical situation |
|---|---|---|
| Refund | You, the merchant | You agree to return money for goods or a service, by cash or transfer |
| Reversal | You, through Moniepoint | Terminal failed but the customer was debited; logged on the dashboard |
| Chargeback | The customer's bank | The customer disputes a completed payment |
If a customer complains directly to you and you agree they are right, a prompt refund is usually cheaper than a chargeback: it ends the matter and keeps your account free of disputes. Record the refund with the original receipt so that, if the customer also disputes with their bank, you can prove you already paid them back.
Where Pryme fits
Pryme Business Accounts include a Customer Support agent and a Finance agent that prepare dispute responses and records for a person to approve. See also handling disputes with an AI agent.
Questions people ask
Can a customer reverse a POS payment after collecting goods?
They can dispute it with their own bank. Whether the money is taken back depends on the evidence you provide when Moniepoint asks.
How long do I have to respond to a Moniepoint chargeback?
Moniepoint does not publish a timeline as at Oct 2026. Respond the same day you are notified, since card disputes run on fixed windows.
Why is there a lien on my Moniepoint POS account?
Moniepoint says a lien may be placed if a fraudulent transaction is traced to your POS account, while the investigation runs. Provide receipts and documents to help clear it.
What evidence should I keep for POS disputes?
Merchant receipts with terminal ID and response code, customer details for large sales, proof of delivery or service, and records of any refunds.
Sources
- Moniepoint Support: POS Terminals (blocked terminals, reversals, POS transfer wallet) · accessed Oct 2026
- Moniepoint Support: Fraud · accessed Oct 2026
- Moniepoint Support: Help centre topics · accessed Oct 2026
This article is general information, not financial, legal or tax advice. Products described are provided under the terms on this site and are subject to regulation and eligibility.