Dispute process and timelines
The vast majority — up to 85% — of disputes are resolved within 5 weeks. However, complex cases can take up to 12 weeks. Since the process is regulated, we cannot speed up the decision of your case.
To check the status of your dispute or understand the outcome, tap on your transactions to view the dispute tracker.
Step 1: Initial assessment
You fill out a form to initiate the dispute. If we need more information, we will reach out to you. After this, we will come to an initial decision.
Possible outcomes
- Dispute is successful — you get a refund
- Dispute is declined or cancelled — you are not refunded and case is closed
- Raise case to merchant — case is still open and proceeds to step 2
Step 2: Merchant review
If the initial assessment is to raise the case to the merchant, the merchant will have 30 days (Visa transactions) or 45 days (MasterCard transactions) to respond.
Possible outcomes
- Merchant agrees or is unresponsive, dispute is successful — you get a refund
- Merchant disagrees — case is still open and proceeds to step 3
Step 3: Second assessment
If the merchant disagrees with the case, we will review their evidence within 5 days and come to a new decision.
Possible outcomes
- Dispute is successful — you get a refund
- Dispute is declined or cancelled — you are not refunded and case is closed
- Raise case to merchant again — case is still open and proceeds to step 4
Step 4: Final assessment before arbitration
If the case is raised again to the merchant, they will have another 20 days to respond. After the 20 days, we will make a final decision from our side.
Possible outcomes
- Dispute is successful — you get a refund
- Dispute is declined or cancelled — you are not refunded and case is closed
- Case is unresolved — case is still open and escalated to Visa or MasterCard for review, up to 40 more days for a final outcome