Respond to a card dispute
What happens when a guest disputes a card payment with their bank, what each status means, and how to send evidence before the deadline.
On this page
A dispute, also called a chargeback, starts when a cardholder asks their bank to reverse a payment, for example because they don't recognise it or think they were charged twice. The bank decides, based on the evidence you send. If you don't answer before the deadline, the bank decides for the cardholder.
Before you start
- Seeing disputes needs the View reports permission.
- Answering needs the Refunds permission.
- You're told about new disputes by a callout in the back office, for example "1 dispute needs an answer", and in the notification bell. The order also shows a Dispute badge.
Find your disputes
Go to Payments › Disputes. Filter by Open, Closed or All. Each row shows the Order, the Reason, the Amount, the Answer by date and the Status. An answer that is late is marked Overdue.
Statuses
| Status | What it means |
|---|---|
| Needs an answer | The bank has reversed the payment and waits for your evidence. |
| Under review | Evidence was sent; the bank is deciding. |
| Won | The bank decided for you. The money comes back. |
| Lost | The bank decided for the cardholder. The money stays with them. |
| Inquiry: needs an answer | The bank is asking questions before a formal dispute. Answering now can stop it from becoming one. |
| Inquiry under review | Your answer to the inquiry is being looked at. |
| Inquiry closed | The inquiry ended without a dispute. |
| Prevented | The dispute was stopped before it started. |
A dispute's detail also shows Amount withheld when the money was taken from your balance, and Amount returned when it was given back.
Reasons
The reason is the cardholder's claim, for example Not authorized by the cardholder, Charged twice, Not received, Not as described, Refund not received or Not recognized. It tells you what your evidence needs to prove.
Send your evidence
- Open the dispute. The top shows Answer by with the deadline.
- Under Evidence, the form is prefilled from the order and the payment: what was sold, the date of service and the receipt. The note Prefilled, not saved yet shows until you save.
- Add what the bank should know. Fill in the fields that match the reason, for example: - Charged twice: use Why this is not a double charge, with the order number of each payment. - Not recognized or Not authorized by the cardholder: check What was sold, Date of service and Receipt, so the cardholder recognises the visit. - Refund not received: add your Refund policy, How the refund policy was shown and Why no refund was given. - Anything else goes in Messages with the customer or Anything else.
- Select Save draft to keep your work. You can come back to it until you send.
- Select Send to the bank and confirm. Evidence can be sent once; after that it can't be changed.
The status changes to Under review. The bank usually decides within two to three months.
How a dispute affects your money
- When the dispute opens, the disputed amount is taken from your balance. It shows as a Dispute line in your payouts.
- A disputed payment also carries a dispute fee. See Card payment fees.
- If you win, the amount comes back to your balance. If you lose, it stays with the cardholder, and the sale is taken out of your net sales in reports.
Prevent disputes
- Print or offer a receipt for every card payment, so guests recognise the charge.
- Refund quickly when a guest asks, instead of letting them go to their bank. See Refund a payment.
- Check Payment issues daily, so double payments are refunded before the guest notices. See Payment issues.
- Keep records of orders, messages with guests and your refund policy. For online orders, publish your policies on your website.
Common questions
Should I refund a guest who has opened a dispute?
No. Once a dispute is open, answer it with evidence instead. A refund on top of a lost dispute pays the guest twice.
The dispute isn't linked to an order.
It shows as Payment outside an order. Find the payment under Payments by its amount and date, and describe the sale in the evidence form.
Can I answer after the deadline?
No. After the Answer by date the form is locked and the bank decides without your evidence.