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What is the dispute process?

Last updated on October 02, 2019

When a transaction doesn't run as smoothly, the cardholder may choose to file a dispute with their card issuing bank asking for the paid amount to be reversed.

dispute flow

  1. The cardholder initiates a dispute with the card issuing bank. We receive a notification of the disputed charge from our acquiring bank and will automatically notify you via email with all the details.
  2. The disputed amount is deducted from your account’s balance.
  3. You could choose to accept the chargeback or provide evidence to prove the charge’s legitimacy.
  4. Evidence is passed on to the credit card issuing bank for review. The process generally takes 60-90 days. If the chargeback is proven to be legitimate, the disputed amount will not be restored back to your account.

In order to resolve disputes, providing relevant information which proves the transaction was legitimate and that the goods/services have been successfully delivered to the client means that the merchant should win the case. Failing to provide such evidence or if the transaction is proved to be fraudulent can result in the merchant losing.

What kind of evidence can be used?

The kind of evidence that can be used depends on the goods/services being disputed. See the related article What Kind of Evidence Can Be Used? for more details.

Related articles
How do I manage a dispute?
What kind of evidence can be used?
If my customer has withdrawn the dispute, do I still need to provide evidence?

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