Disputes & Chargebacks
How does the dispute process work?
- Depending on the acquirer (bank) who's processing your transactions, we receive a notification of the disputed charge, and we immediately email you with details. Some banks like Banco Sabadell and BBVA still don't have the chargeback notification system enabled so they should contact you directly when a chargeback occurs. We don't take on any responsibility when such notifications are not sent by your Acquirer.
- The day after the dispute is received, we deduct the disputed amount and fee from your account. If you win the dispute, we deposit the amount back in your account the next day.
- There are some cases where the disputed amount is not immediately deducted. This is usually because the cardholder’s bank hasn’t yet initiated the movement of funds. These are known as “pre-chargebacks” and can be refunded.
- When a dispute occurs, we will send evidence on your behalf to the customer’s bank. The bank will decide whether or not to resolve the dispute in your favor. If the outcome is in your favor, the disputed amount will be refunded to your bank account.
- If you choose to respond to the dispute, we can submit any information you provide to your customer’s credit card company and update you afterwards.
I would rather just give the customer a refund instead. Is this possible?
Once the charge has been disputed, there is no way to refund the charge. The customer’s bank will automatically refund the amount disputed, so you can choose to accept the decision and the customer will keep their funds.
However, some disputes are not yet considered chargebacks and can be refunded. In those cases, you can refund the dispute before it escalates into a chargeback.
My customer says the dispute was a mistake. How can I get the dispute reversed?
If you and your customer have come to an agreement to drop the dispute, there are a few steps you can take.
- Your customer should call their bank to alert them that the dispute is being dropped. Otherwise, the bank won’t know your customer has dropped the dispute.
- Next, even though the customer has agreed to drop the dispute, you should still submit evidence. This includes evidence for the bank that the customer wishes to drop the dispute, including any emails where the customer has said that. If your customer had a specific complaint prior to dropping the dispute, make sure to address that complaint in your evidence. If you fail to do this, you could still end up losing the dispute.
- After this, we need to wait for the bank to let us know that the dispute has been closed in your favor. This can take up to 60 days. Once the dispute has been closed in your favor, we will refund the disputed amount and the €17 fee to your account. We will alert you by email when the dispute is closed in your favor.