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Here's what happens when a customer raises a dispute:

• Customer raises the chargeback with their issuing bank (the customer's bank)
• Issuing bank raises the chargeback to the card payment system, which sends the chargeback details to Revolut
• We debit the chargeback amount and a fee from your Merchant account and hold it until the case is resolved
• Team members with 'Manage Merchant Disputes' permission receive an initial email notification and follow-up reminders to act on the new dispute
• You can accept or challenge the dispute in Disputes

If you accept the chargeback, the funds we originally withheld from your Merchant account for the dispute will be returned to the customer.

You have 15 days to reply to a new dispute. If you don't reply, the dispute will be marked as lost. This means that you won't be able to recover the funds and they'll be transferred back to the cardholder.

If you disagree with your customer's claim, you'll have to build a case and use evidence to support your appeal. You'll be able to respond to the dispute directly through Disputes. There you'll be able to upload all relevant documents and provide additional evidence. This is called a representment.

The customer's bank will review your evidence and either accept or reject it. If they accept it, you win the case, and we'll return the money we originally withheld to your Merchant account along with the chargeback fee.

If the customer's bank rejects your evidence, you may have a final opportunity to appeal. However, this means the case could go to arbitration. You'll be notified by us if the dispute reaches that stage.

If you win a dispute, the funds will be returned to your Merchant account, including the dispute fee that was initially charged when the dispute was received.

If you don't respond by the deadline, the customer automatically wins the case and the money we originally withheld, plus the dispute fee, won't be returned to you.