# Disputes

A dispute (also known as a chargeback, inquiry, or retrieval) occurs when a cardholder questions your payment with their card issuer. An inquiry or retrieval is nothing more than a request for more information about the charge, which may escalate to a chargeback. To process a chargeback, the issuer creates a formal dispute, which immediately reverses the payment. The payment amount, along with a separate <mark style="color:orange;">120 HKD</mark> dispute fee (Hong Kong)or <mark style="color:orange;">15 USD</mark> dispute fee (USA) , is then deducted from your account balance.

To help our users submit the best possible response, MoneyCollect provides a guided process within [the <mark style="color:blue;">dashboard</mark>](https://portal.moneycollect.com/login). This allows you to provide all of the necessary text and images you feel are appropriate.

{% hint style="info" %}
For all industries, the best actions you can take are to **proactively communicate with your customers and issue  refunds where appropriate, especially when requested.**
{% endhint %}

> [How disputes work](https://docs.moneycollect.com/docs/business-operation/risk-management/disputes/how-disputes-work)

> [How to respond to disputes](https://docs.moneycollect.com/docs/business-operation/risk-management/disputes/respond-to-disputes)

> [Dispute reasons](https://docs.moneycollect.com/docs/business-operation/risk-management/disputes/respond-to-disputes/dispute-reasons)

> [Measure your disputes](https://docs.moneycollect.com/docs/business-operation/risk-management/disputes/measuring-disputes)