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Understanding Customer Disputes

Disputes are a feature of  card networks intended to protect cardholders from fraudulent activity.

A dispute occurs when a cardholder questions the validity of a transaction and contacts their card issuing bank to demand a refund. 

When a customer disputes a payment with their bank, we are automatically notified and our team will pull all data to fight the dispute. 

Some disputes may take up to 3 months to have a final outcome from the bank.

Here are our processes depending on the final outcome: 

The dispute is lost

  • If we have had no contact from the customer, their account is automatically canceled. 

  • If we have had contact with the customer and they wish to keep the account open, the customer will need to repay the fees originally disputed 

If the dispute is won

  • We receive the funds back from the bank and you will see a reversal on the customer statement 

  • We will repay those funds back to your location. It will be added as a line item on your next months earning statement

Please Note: We will only handle & fight disputes if we handle your billing. 

If you are using your own merchant account and handle your own billing, the the disputes are your responsibility.

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