Answering a dispute or chargeback

A dispute is opened when a customer asks their bank to reverse a payment. Each case shows the reason code, what that reason needs from you and the date you must answer by.

Sending evidence

Add notes and files (receipts, delivery proof, messages with the customer), then choose Send evidence. You can also print the representment pack.

Accepting

If the customer is right, accept the case: the payment is reversed and the case closes. Very small chargebacks may be accepted automatically under the threshold shown on the page.

Reminders

You are reminded before the response date, so nothing runs out unseen.