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If you would like to find out more about which Revolut entity you receive services from, please click <a href="https://www.revolut.com/help/more/legal-topics/which-revolut-companies-provide-me-with-services">here</a>. If you have any other questions, please reach out to us via the in-app chat in the Revolut app. Revolut Bank UAB is a bank established in the Republic of Lithuania, registered address: Konstitucijos ave. 21B, Vilnius, 08130, the Republic of Lithuania, number of registration 304580906, FI code 70700. Revolut Bank UAB is licensed by the European Central Bank and regulated by the Bank of Lithuania. Revolut Bank UAB provides credit, payment, current account, and demand deposit account services. Insurance distribution service is provided by Revolut Insurance Europe UAB, which is authorised by the Bank of Lithuania as an insurance broker undertaking. Registered address: Konstitucijos ave. 21B, Vilnius, 08130, the Republic of Lithuania, number of registration 305910164. Revolut Ltd (No. 08804411) is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference 900562). Registered address: 7 Westferry Circus, Canary Wharf, London, England, E14 4HD. Insurance related-products for Revolut Ltd customers are provided by Revolut Travel Ltd, which is authorised by the Financial Conduct Authority to undertake insurance mediation services (FCA No: 780586) and by Revolut Ltd, an Appointed Representative of Revolut Travel Ltd in relation to insurance distribution activities. Investment services in the European Economic Area ("EEA") are provided by Revolut Securities Europe UAB (registration code 305799582, address Konstitucijos ave. 21B, Vilnius, Lithuania, LT-08130), which is authorised by the Bank of Lithuania as a brokerage firm.

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) who 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.

Merchant account

Disputes on my Merchant account

What are disputes on my Merchant account? 

We can't give an exact timeline because it depends on the original payment method, the card network, the nature of the customer's claim and whether or not you challenge the dispute. On average a dispute can last up to one month and in rare cases some disputes can last one year.

How long does it take to resolve a dispute on my Merchant account?

New disputesYour customer raises a dispute. Card networks typically allow customers to initiate a dispute within 120 days of the original payments, but exact timelines may vary depending on the merchant and the purchase.Their card network (Visa or Mastercard) sends the case details to us.We debit the disputed amount plus a fee from your account and hold it until the case is resolvedOne of our dispute agents contacts you via the in-app chat to let you know a dispute has been raised. They support you throughout the caseResponding to a disputeYou usually have 15 days from the day you're notified of a dispute to respond.1. Accepting a dispute<ul><li>If you accept the dispute, you agree to refund the customer for the disputed payment and pay the fee. In this case, the funds we withheld will be passed on to the customer.</li></ul>2. Challenging a dispute<ul><li>If you disagree with your customer’s claim, you'll have to build a case and use evidence to support your appeal. The agent assigned to your case will guide you through the process. This is called a representment. The customer’s bank will review the submitted evidence.</li><li>The card issuer will review your evidence and either accept or reject it. If they accept it, you win the case and we return the withheld funds to your Revolut Business account.</li><li>If the card issuer rejects your evidence, you may have a final opportunity to appeal. However, this means the case could go to arbitration. The agent assigned to your case will keep you updated and continue to guide you through the process.</li></ul>3. Ignoring a dispute<ul><li>If you don't respond by the deadline, your customer automatically wins the case and the withheld funds won't be returned to you.</li><li>What happens if you challenged the dispute</li><li>You will only reach this step if you disagree with the customer’s claim and have asked one of our agents to challenge the dispute.</li><li>The card issuer will review your evidence and either accept or reject it. If they accept it, you win the case and we return the withheld funds to your Revolut Business account.</li><li>If the card issuer rejects your evidence, you will have another opportunity to appeal.</li></ul>What happens if the card issuer challenges your evidence?*Please note for some disputes this step can be skipped and you may be able to bring the case to arbitration directly.If the card issuer disagrees with your evidence, one of our disputes agents will contact you via the in-app chat.

How do disputes work on my Merchant account?

You can help reduce the chance of disputes by following these guidelines.Give accurate descriptions and set clear expectationsCustomers often raise disputes because there’s a discrepancy between the goods or services they paid for and what they received. To reduce the chance of this happening:<ul><li>Give a detailed description of the products or services you sell and always use accurate images</li><li>Be clear about terms and conditions, your shipping and returns policy, and privacy policy</li><li>Give your customers regular status updates so they know what’s going on with their order</li></ul>Save documents and recordsAll paperwork and communications relating to a sale can be used as evidence in a dispute. So make sure you keep everything, including invoices, shipping documents, proof of delivery, and any emails or messages between you and your customers.Make it easy for customers to contact youCustomers are more likely to raise a dispute if they can’t get in touch with your company or if no one replies to them. Being clear about how people can contact you and always responding quickly can help reduce the number of disputes raised against you.Check where transactions come fromPeople can raise disputes with you if their card has been stolen or cloned and subsequently used to buy something from your business. So it’s a good idea to check if the country where the card was issued matches the delivery address. If these countries differ, there’s a higher chance that the customer is using a stolen card. You can also check Google Maps to see if delivery addresses are valid.Watch out for unusual transactions<ul><li>Pay attention to unusual transaction patterns. This could be multiple transactions in a row from the same customer or orders from countries you don’t usually sell to. If you spot anything suspicious, investigate further before fulfilling the order.</li></ul>

How can I reduce the chance of disputes on my Merchant account?

When a customer raises a dispute, we debit the original transaction amount plus a dispute fee and hold these funds until the case is resolved. The fee is taken from your merchant account as soon as the dispute is created and is returned only if the dispute is won.<h4>RevPay</h4>Currently, RevPay account-to-account dispute fees are the following:<ul><li>AED 45</li><li>CAD 17</li><li>DKK 87</li><li>HKD 95</li><li>AUD 18</li><li>CHF 12</li><li>EUR 12</li><li>BGN 23</li><li>CZK 285</li><li>GBP 10</li><li>HUF 4804</li><li>ILS 42</li><li>JPY 1677</li><li>MXN 235</li><li>NOK 121</li><li>NZD 20</li><li>PLN 55</li><li>QAR 45</li><li>RON 58</li><li>RUB 732</li><li>SAR 46</li><li>SEK 127</li><li>SGD 17</li><li>THB 434</li><li>TRY 226</li><li>USD 13</li><li>ZQR 207</li></ul><h4>Visa and Mastercard</h4>For Visa and Mastercard disputed payments we charge a fee to cover the service charges of using card networks’ chargeback portal. The dispute fee depends on the currency of the transaction in question:<ul><li>AED 70</li><li>CAD 25</li><li>DKK 130</li><li>HKD 150</li><li>AUD 30</li><li>CHF 20</li><li>EUR 15</li><li>BGN 35</li><li>CZK 470</li><li>GBP 15</li><li>HUF 6000</li><li>ILS 70</li><li>JPY 2000</li><li>MXN 450</li><li>NOK 200</li><li>NZD 30</li><li>PLN 80</li><li>QAR 70</li><li>RON 85</li><li>RUB 1400</li><li>SAR 70</li><li>SEK 200</li><li>SGD 30</li><li>THB 600</li><li>TRY 130</li><li>USD 20</li><li>ZQR 350</li></ul>

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Disputes on my Merchant account

What are disputes on my Merchant account?

How do disputes work on my Merchant account?

What are the fees for a dispute on my Merchant account?

How long does it take to resolve a dispute on my Merchant account?

How can I reduce the chance of disputes on my Merchant account?