Trust Payments Chargebacks: A Merchant Guide (2026)

How Chargebacks Work on Trust Payments

Trust Payments' dispute process is more manual than what you'd get from a fintech-native processor like Stripe or Adyen — and that's a direct result of the company's history as **SecureTrading**, a UK payment gateway/acquirer that rebranded to Trust Payments but kept much of its underlying infrastructure, including the dispute portal, **MyST (My SecureTrading)**.

When a chargeback is filed, Trust Payments typically notifies you by **email** first. The MyST portal is where you go to review the case details and upload your evidence, but the initial trigger to act is usually the email rather than a dashboard alert or webhook — there's no equivalent to the real-time API notifications you'd get from more modern processors.

For merchants selling across both the UK and EU, Trust Payments' dual regulatory status — **FCA authorisation in the UK plus EU licensing** — means you can process both markets under one provider without needing a separate EU-based acquirer post-Brexit, which some UK merchants had to set up specifically to maintain EU card acceptance after the UK left the EU's single payments framework.

Trust Payments Response Deadline

Deadlines follow standard card network rules — typically 20–45 days depending on the network. Trust Payments surfaces the deadline within the MyST portal once you log in to review a case, but given that the process starts with an email notification rather than an automated dashboard alert, the practical clock often starts the moment that email lands in your inbox, not when someone happens to check MyST.

Set up a rule to flag Trust Payments dispute emails for immediate review — given the largely manual, email-first workflow, a missed or filtered email is a genuine risk to your response deadline in a way it wouldn't be on a processor with in-app real-time alerts.

Trust Payments Chargeback Fee

Trust Payments typically charges **£15–£25 per dispute** for UK-priced merchant agreements, though the exact figure varies by your specific contract. The fee applies regardless of outcome, consistent with standard acquirer practice across the industry.

Given the strong multi-currency support (150+ currencies), merchants processing internationally through Trust Payments should confirm whether dispute fees are charged in GBP regardless of the original transaction currency, or converted — this affects your actual cost on non-GBP disputes and is worth clarifying directly with your account manager.

Step-by-Step: How to Respond to a Trust Payments Dispute

• →**Watch for the email notification** — this is typically your first and primary alert that a dispute has been filed
• →**Log into MyST (My SecureTrading)** to review the full case details, reason code, and deadline
• →**Confirm the card network and applicable deadline window** based on the reason code
• →**Gather evidence** matching the specific claim — delivery confirmation, service records, authentication data, or product documentation as appropriate
• →**Upload your evidence and rebuttal through MyST**
• →**Track the outcome** by checking back in MyST, since updates aren't typically pushed proactively beyond the initial email

Most Common Dispute Reasons on Trust Payments

Trust Payments' core merchant base — UK/EU ecommerce, hospitality, and travel — shapes a fairly predictable dispute pattern:

• →**"Item not received" disputes** are common among UK/EU ecommerce merchants shipping physical goods, particularly where cross-border delivery timelines create a gap between payment and confirmed receipt
• →**Cancellation and refund-timing disputes** are frequent in hospitality, where a customer's expectation of an immediate refund doesn't match the merchant's actual processing timeline
• →**Travel-related disputes** often involve deposits and installment-style payments, where customers dispute a charge they don't recall authorizing as part of a multi-payment booking
• →**Currency-related confusion disputes** appear more often than on single-currency processors, given Trust Payments' 150+ currency support — customers sometimes dispute a charge that appears in an unfamiliar currency on their statement

What Makes Trust Payments Chargebacks Unique

The defining quirk is the **legacy, largely manual dispute process** inherited from SecureTrading. Where newer processors push real-time alerts and API-driven workflows, Trust Payments still relies primarily on email notifications and a named portal (MyST) for evidence upload — functional, but noticeably less automated than what merchants coming from Stripe or Adyen might expect.

The second distinguishing factor is the **dual UK/EU regulatory status** post-Brexit. Trust Payments holding both FCA authorisation and EU licenses is a genuine structural advantage for merchants who need to accept cards across both markets without maintaining two separate acquiring relationships — worth factoring in if you're evaluating processors specifically for UK+EU coverage.