How disputes work

Disputes work differently across card networks, but typically follow similar patterns. The dispute process involves multiple parties. We will do convey your evidence to our financial partners. Our financial partners then pass your evidence to the card issuers, if they deem it sufficient.

We reviews the evidence and decides whether it meets the card brand’s requirements for resolving the dispute. If it doesn’t, we close the case. If it presents a potential resolution, we will forwards the evidence to the card issuer. The issuer reviews the evidence and makes a final decision. As the card issuer has final say, our decision to forward the evidence doesn’t, by itself, guarantee a resolution in your favor.

Stage 1: Dispute received

The customer’s bank (the issuer) creates a formal dispute and assigns it a chargeback code, which describes why they are reversing the payment. Once the dispute is issued, the disputed amount, and a separate dispute fee, will be immediately deducted from your account.

Stage 2: Challenge or accept the dispute

You now need to decide how you want to respond to the dispute.

• Accept. If you agree with the dispute and the specific reason given, you should accept the dispute.

• Challenge. If you want to defend against the dispute, you will need to submit evidence to make your case.

• Ignore. If you ignore the dispute, it will expire after a certain amount of time and you will not then be able to respond to it.

Stage 3: Await the outcome

Once you've submitted your evidence, the issuer will review it and decide whether to accept or decline liability for the disputed amount. They may take up to 55 days to get back to you with their decision.