Handling Disputes – How to Respond Correctly
When a customer disputes a payment through their bank or payment provider, it can impact your revenue. In this guide, you will learn how to respond professionally to a dispute and what steps can increase your chances of successfully resolving it.
What is a Dispute?
A dispute occurs when a customer raises a claim about a payment with their bank or payment provider. During the investigation, the amount may be temporarily frozen. To recover your funds, you need to provide convincing evidence that the transaction was legitimate.
Notification and Deadlines
Once a dispute is initiated, you will receive a notification from us via email with all the relevant details.
Important: You only have a limited time (usually 2–4 days) to respond. If no timely response is submitted, the case will automatically be decided in favor of the customer.
How to Handle a Dispute Correctly
Follow these steps to submit a well-supported response:
1. Review the Dispute Carefully: Analyze the information provided and get a clear overview of the case.
2. Gather Relevant Evidence
Login Activities: Screenshots or logs showing that the customer accessed the product.
Proof of Service: Shipping confirmations, access logs, or downloaded files.
Communication: Email threads or chats with the customer.
Additional Evidence: Any documents that confirm the purchase agreement was fulfilled.
3. Submit the Evidence: Send the collected documents to our support team.
Write a clear and factual statement regarding whether the order should be canceled or upheld.
4. Bank's Decision: Once we have received your evidence, we will forward it to the relevant payment providers. They will review the case and make a decision within 60–75 days:
Decision in Your Favor: The amount will be released.
Decision in Favor of the Customer: The chargeback will stand.
Prevention: How to Avoid Disputes
To minimize future disputes, we recommend the following measures:
✅ Clear Communication: Ensure that your product descriptions, terms and conditions, and return policies are clear and unambiguous.
✅ Quick Responses: Respond promptly to customer inquiries and complaints to resolve misunderstandings early.
✅ Secure Payment Proofs: Document all relevant transaction data and communication with the customer.
Do you have any further questions?
Our support team is always available to assist you.
With a proactive approach and structured handling, you can protect your business from financial losses and strengthen the trust of your customers.