Dispute lifecycle
Viewing disputes
Navigate to Reports > Disputes. The table lists all disputes with these columns:Responding to a dispute
1
Click the dispute row to open its detail view.
2
Review the customer’s dispute reason and the original transaction details.
3
Under the Evidence section, upload supporting documents - delivery receipts, service logs, communication records, or any proof of fulfillment.
4
Add internal notes for your team. These notes are private and not sent to the bank.
5
Click Submit Response before the deadline expires.
Dispute outcomes
Won
- Disputed amount is returned to your ledger balance
- No additional fee from the gateway (varies by provider)
- Transaction status reverts to completed
Lost
- Disputed amount is debited from your ledger
- A dispute fee (charged by the card network) is also debited
- The transaction is permanently marked as disputed
Prevention best practices
- Use clear payment descriptors so customers recognize charges on their statements
- Provide order confirmations and delivery receipts proactively
- Respond to customer inquiries before they escalate to chargebacks
- Keep detailed records of every transaction accessible for evidence submission
Related Pages
- Transactions - View the original payment behind a dispute
- Refunds - Issue refunds proactively to avoid disputes
- Audit Log - Track all dispute-related actions by staff
- Webhooks - Set up real-time dispute alerts