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Business · Merchant payments · Merchant disputes and chargebacks

How to manage Merchant chargebacks

New disputes

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

  • Your customer will raise the chargeback with their issuing bank (the customer's bank)
  • The customer's bank will raise the chargeback with the card payment system, which then sends the details of the chargeback to Revolut
  • We debit the chargeback amount plus a fee from your Merchant account and hold it until the case is resolved
  • Team members with 'Manage Merchant Disputes' permission will receive an initial email notification, as well as follow-up reminders, to act on the new dispute
  • You'll be able to accept or challenge the dispute in the 'Disputes' table

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

Accepting a dispute

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

Challenging a dispute

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 the 'Disputes' table. 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. 

Winning a dispute

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.

Ignoring a dispute

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.