Manage disputes
A dispute, or chargeback, occurs when a customer questions the validity of a transaction and contacts their bank (the issuer) to get a refund.
Customers may dispute payments for various reasons, including suspected fraud, being charged more than they expected, and not receiving the product or service.
When the issuer raises the dispute, the payment is reversed. The disputed amount, along with a separate dispute fee, is then deducted from your account.
You can be notified of disputes in the following ways:
- Dashboard – Disputes appear in the Payments > Processing > Disputes section of the Dashboard.
- Notifications – You can configure daily Dashboard or email notifications for dispute events.
- Webhooks – If you have set up your webhook receiver, you can subscribe to disputes webhooks.
You can then choose to do one of the following:
- Challenge disputes with relevant evidence.
- Accept the dispute if you think it's legitimate.