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What are disputes on my Merchant account?

Disputes, also known as chargebacks, happen when one of your customers queries a transaction. For example, a customer could claim there was a difference between the goods or services they paid for and what they received. Or they might want to challenge your decision over a refund.

To raise a dispute, customers have to contact their card issuer (their bank, for example) which then formally raises the dispute with the card network (Visa or Mastercard). The card network then brings the dispute to our attention, and we then inform the merchant.

If a dispute is raised against you, one of our agents will work with you and the card network to resolve the issue. You'll have the opportunity to appeal against your customer's claim. 

Please note, we’ll charge ‌a fee for claims management, which you can learn more about in our article on dispute fees.