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New disputes

Your 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 resolved

One 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 case

Responding to a dispute

You usually have 15 days from the day you're notified of a dispute to respond.

1. Accepting a dispute

• 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.

2. 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. 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.
• 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.
• 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.

3. Ignoring a dispute

• If you don't respond by the deadline, your customer automatically wins the case and the withheld funds won't be returned to you.
• What happens if you challenged the dispute
• 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.
• 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.
• If the card issuer rejects your evidence, you will have another opportunity to appeal.

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.