What is a dispute or chargeback?

A dispute happens when a cardholder asks their bank to reverse a payment, for example because they don’t recognise it or say the goods weren’t received. If the bank reverses it, this is called a chargeback.

What happens

1. We tell you about the dispute and what the cardholder’s bank needs.
2. You send us evidence, such as the receipt, invoice, delivery proof or messages with the customer.
3. We submit it through the sponsor bank and card network, which decide the outcome.

If the dispute is decided against you, the amount may be deducted from a future payout.

Reduce disputes

• Keep receipts and records of what you sold.
• Use a clear description or reference on each payment.
• Refund through the terminal rather than in cash, so the record matches.

Related articles

• How to make a complaint