Step-by-Step Instructions:
1. To see the disputes:
Log in to your Merchant Portal
Click on “Disputes” in the top menu.
You’ll land on the “Open disputes” view by default.
You’ll see a list of all active disputes, each showing key details such as:
• Status (e.g., Received)
• Stage (e.g., Chargeback)
• Days to Defend
• Amount
• Currency
• Card Network (Visa/Mastercard)
• Reason
2. Click on any dispute row (highlighted in blue)
Clicking on a dispute will open a detailed view in a new page.
This page will show complete Dispute Details and Transaction Details.
3. Review the dispute information
Check the dispute reason (e.g., Services not received, Fraud, etc.).
Look at the amount, dispute date, and days remaining to defend (by default it is 14 days from the date of receiving a chargeback).
Review the transaction linked to the dispute for additional context:
• Transaction date
• Card network
• Order ID
• Sale reference
4. Choose how to respond
At the top of the dispute detail page, you’ll see two main action buttons:
Accept Liability – Choose this if you agree with the dispute and won’t provide defense evidence.
Defend Dispute – Choose this if you want to provide supporting documents to challenge the dispute.
Tip: Always review the dispute reason and check your documentation (e.g., receipts, customer communication, delivery proof) before deciding.
5. Follow the prompts to submit your decision
If you choose “Defend Dispute” upload the required evidence as instructed.
For VISA disputes please select the reason “Not listed” from the response reason drop down.
For Mastercard chargebacks please select “2700- See Corresponding Documentation/Chargeback Remedied”.
For duplicate chargeback, please select “2701- Duplicate Chargeback”.
Please add short comments and submit your evidence. For example: “Services were fully provided”.
You will see the pop-up windows with the following message:
If you choose “Accept Liability”, the case will be closed, and the amount will not be recovered.
Important Notes:
You must act within the listed “Days to Defend”. If the deadline passes, the case will automatically close in favor of the cardholder.
If you received a chargeback but transaction was already refunded, please let us know and we will dispute it on your behalf. (Sometimes issuer could raise a chargeback despite that it was already refunded).
Below are the chargeback statuses you can see in the profile:
Received – new chargeback received. Your account debited.
Closed Accepted – when chargeback was accepted by you.
Closed Won – when chargeback was successfully disputed. Your account credited when you submitted documents to defend the case.
Awaiting Response – waiting response from the issuer for the chargeback that was disputed.
Reversed – chargeback was reversed by the issuer.
Common Chargeback Reasons & Required Evidence:
VISA
10.4 — Other Fraud — Card-Absent environment
Description: The Transaction was completed in a Card – Absent Environment. The Cardholder denies participation in the Mail/Phone Order or Electronic Commerce transaction.
Chargeback Remedies: Provide documentation to remedy the chargeback such as:
• Evidence of merchandise or services provided. Description, date, and time.
• The same payment credential was used in two previous transactions that the issuer had not reported as fraud activity to Visa and that were processed more than 120 calendar days1 before the dispute processing date.
• The device ID, device fingerprint or the IP address and an additional one or more of the following in both of the undisputed transactions are the same as the disputed transaction as applicable:
1. Customer account / login ID
2. Delivery address
3. Device ID / device fingerprint
4. IP address
For example: The undisputed and disputed transactions have the same device ID and delivery address, the same IP address and login ID or the same device fingerprint and IP address.
• Photographic or email evidence to prove a link between the person receiving the merchandise or services and the Cardholder, or to prove that the Cardholder disputing the Transaction is in possession of the merchandise and/or is using the merchandise or services. • Examples of photographic evidence may include photos from the cardholder’s social media showing the cardholder using the merchandise or services, snapshots of security footage taken at the merchant location showing the cardholder taking possession of the merchandise, or photos taken during delivery of goods showing the cardholder receiving the merchandise.
• Examples of email evidence can include email correspondence from the cardholder indicating the merchandise was received, or asking the merchant how to put the items together, make it work, etc.
• For a Card-Absent Environment Transaction in which the merchandise is collected from the Merchant location, any of the following:
1. Cardholder signature on the pick-up form
2. Copy of identification presented by the Cardholder
3. Details of identification presented by the Cardholder
• For a Card-Absent Environment Transaction in which the merchandise is delivered, evidence that the item was delivered to the same physical address for which the Merchant received an AVS match of Y or M. A signature is not required as evidence of delivery.
• For an Electronic Commerce Transaction representing the sale of digital goods downloaded from a Merchant’s website or application, description of the merchandise or services successfully downloaded, the date and time such merchandise or services were downloaded, and 2 or more of the following:
1. Purchaser’s IP address and the device geographical location at the date and time of the Transaction
2. Device ID number and name of device (if available)
3. Purchaser’s name and email address linked to the customer profile held by the Merchant Evidence that the profile set up by the purchaser on the Merchant’s website or application was accessed by the purchaser and has been successfully verified by the Merchant before the Transaction Date Evidence that the Merchant’s website or application was accessed by the Cardholder for merchandise or services on or after the Transaction Date
4. Evidence that the same device and Card used in the disputed Transaction were used in any previous Transaction that was not disputed
• For a Mail/Phone Order Transaction, a signed order form
• For a Card-Absent Environment Transaction, evidence that 3 or more of the following had been used in an undisputed Transaction:
1. Customer account/login ID
2. Delivery address
3. Device ID/device fingerprint
4. Email address
5. IP address
6. Telephone number
• Evidence that the Transaction was completed by a member of the Cardholder’s household or family.
• Evidence that the initial Transaction to set up a wallet was completed using Visa Secure but any subsequent Transaction from the wallet that was not completed using Visa Secure contained all wallet-related Transaction data.
• For a Recurring Transaction, all of the following:
1. Evidence of a legally binding contract held between the Merchant and the Cardholder.
2. Proof the Cardholder is using the merchandise or services.
3. Evidence of a previous Transaction that was not disputed.
13.1 — Merchandise / Services not Received
Description: The cardholder or person authorized by the cardholder did not receive the merchandise or service because the merchant was unable to provide the merchandise or service.
Chargeback Remedies: Provide documentation to remedy the chargeback such as:
Description: The cardholder or person authorized by the cardholder did not receive the merchandise or service because the merchant was unable to provide the merchandise or service.
Chargeback Remedies: Provide documentation to remedy the chargeback such as:
• Description, date, and time of the products or services successfully received.
• Screenshot of the customer profile, with name and/or profile identification number.
• Shoppers IP address and the device geographical location at the date and time of the Transaction
• Device ID number and name of device (if available)
• Purchaser's name and email address linked to the customer profile held by the Merchant.
• Screenshots or emails that prove a link between the person receiving the merchandise or services and the cardholder.
• Screenshots or emails that prove the cardholder is in possession of the merchandise or using the services.
• Proof that the Merchant's website or application was accessed by the Cardholder for merchandise or services on or after the Transaction Date.
• Proof the Cardholder is using the merchandise or services.
• Screenshots of withdrawals (if any).
• Any communication with the customer that is relevant to the case (e.g., emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service).
• Screenshot of Terms & Conditions that was accepted by the client before making a payment.
• Screenshot of your Refund/Withdrawal and Cancellation policy that was properly disclosed to the cardholder and their acknowledgment by selecting a tick box before checking out.
• If you delivered the merchandise or made it available for pickup on the agreed upon date, provide documentation to prove the cardholder received the goods or service.
• If the agreed upon delivery date has not passed yet, provide documentation that proves the accurate delivery schedule.
• Cardholder signature on a pick-up form or photocopy of the cardholder’s ID to prove the cardholder collected merchandise at the merchant’s location after a card-absent transaction.
13.2 — Cancelled Recurring Transaction
Description: The merchant processed a transaction to the cardholder’s account after cancellation notice was received.
Chargeback Remedies:
• Provide documentation to remedy the chargeback such as:
• Description, date, and time of the products or services successfully received.
• Screenshot of the customer profile, with name and/or profile identification number.
• Proof the Cardholder is using the merchandise or services (Please provide screenshots of services received on the dates in dispute).
• Screenshot of the subscription cancellation policy, as shown to the customer. Could be a screenshot of acceptance of Terms & Conditions including acceptance of the subscriptions (rebills, 1-click payments).
• An explanation of how and when the customer was shown your cancellation policy prior to purchase.
• A justification for why the customer's subscription was not cancelled.
• A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they cancelled the subscription (if available).
• Evidence of a legally binding contract held between the Merchant and the Cardholder.
• Evidence the Cardholder requested cancellation for a different date and that services were provided until this date.
• Evidence the charge was processed to Cardholder after services have been provided and that the Cardholder received services until the cancellation date.
Note:
For recurring transactions, ensure customers are fully aware of the conditions: cancel recurring transactions as soon as notification is received from the cardholder or as a chargeback, and issue the appropriate credit as needed to the cardholder in a timely manner.
13. 5 — Misrepresentment
Description: The cardholder is claiming that the terms of sale were misrepresented.
Chargeback Remedies:
• Description, date, and time of the products or services successfully received.
• Provide documentation to prove the terms of sale were not misrepresented or for investments evidence that there are no funds to withdraw.
• Screenshot of the customer profile, with name and/or profile identification number.
• Purchaser's name and email address linked to the customer profile held by the Merchant.
• Proof that the Merchant's website or application was accessed by the Cardholder for merchandise or services on or after the Transaction Date.
• Proof the Cardholder is using the merchandise or services. (Please provide screenshots of services received on the dates in dispute).
• Screenshots of withdrawals (if any).
• Any communication with the customer that is relevant to the case (e.g., emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service).
• Screenshot of Terms & Conditions that was accepted by the client before making a payment.
• Screenshot of your Refund/Withdrawal and Cancellation policy and an explanation of how and when the customer was provided with it prior to purchase.
MASTERCARD
4837 — No Cardholder Authorization
Description: The merchant processed a transaction identified as fraudulent; the cardholder claims that he or she did not authorize or engage in the transaction.
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Description, date, and time of the products or services successfully received.
• Customer's IP address and their device's geographical location at purchase.
• Device ID and name of the device.
• Customer name and email address linked to their customer profile.
• Evidence that the customer logged into their account for your business before the transaction date.
• Evidence that the cardholder accessed your website or app for purchase or services on or after the transaction date.
• Evidence that the same device and card used in the disputed payment were used in a previous payment that was not disputed.
• Evidence that the transaction used an IP address, email address, physical address, and telephone number in a previous, undisputed transaction.
• Any evidence (screenshots, logs) showing the access to all services, that all services were provided fully and comply with the agreement's provisions regarding the quality, features, and description.
• Screenshots of the support and effort to settle the situation on the merchant's part as evidence that the merchant had tried to solve the situation (if there was any communication with the client).
• Evidence to prove that a credit was issued.
4853 — Cardholder Dispute
Description: The cardholder challenges the validity of a transaction and is disputing for one of the following reasons:
• The merchant shipped merchandise or provide services that did not match the description provided to the cardholder.
• The cardholder received merchandise or service that was defective or damaged and could not be used for the intended purpose.
• The cardholder disputes the quality of the work performed by the merchant and states the merchant failed to address the claim.
• The cardholder received counterfeit goods.
• Cancelled Recurring and Digital Goods Transactions
• Goods or Services Not Provided
• Addendum and No-show
• Credit Not Processed
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Description, date, and time of the products or services successfully received, and they matched what was described.
• Screenshot of the customer profile, with name and/or profile identification number.
• Shoppers IP address and the device's geographical location at the date and time of the transaction
• Device ID number and name of the device (if available)
• The purchaser's name and email address are linked to the customer profile held by the merchant.
• Evidence that the purchaser accessed the purchaser's profile on the merchant's website or application and has been successfully verified by the merchant before the transaction date.
• Proof that the cardholder accessed the merchant's website or application for merchandise or services on or after the transaction date.
• Evidence the charge was processed to the cardholder's account after services had been provided and that the cardholder received services until the cancellation date.
• Copy of the courier receipt with the authorized signature proving the goods were delivered to the cardholder or the authorized person.
• Any communication with the customer relevant to the case (e.g., emails proving that they received the product or service or demonstrating their use of or satisfaction with the product or service).
• Screenshot of Terms & Conditions that the client accepted before making a payment.
• Screenshot of your Refund/Withdrawal and Cancellation policy that was adequately disclosed to the cardholder and their acknowledgment by selecting a tick box before checking out.
• Screenshot of proper disclosure and/or the specific terms were provided to the cardholder and that the cardholder accepted the terms electronically, such as a check box or 'submit' button.
• Evidence to prove the online transaction was successful and the cardholder was correctly charged.
• For an addendum charge, proof of a separate card present transaction with the applicable cardholder verification method or a fully authenticated Mastercard Identity Check transaction. Additionally, provide evidence the cardholder participated in the original transaction.
• Evidence to prove that a credit was issued.
4855 — Goods or Services Not Provided
Description: The cardholder or authorized person did not receive the goods that were to be delivered by the expected delivery date, or the merchant did not provide the services.
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Description, date, and time of the products or services successfully received.
• Screenshot of the customer profile, with name and/or profile identification number.
• Shoppers IP address and the device's geographical location at the date and time of the Transaction.
• Device ID number and name of the device (if available)
• The purchaser's name and email address are linked to the customer profile held by the merchant.
• Evidence that the cardholder accessed the cardholder's profile on the merchant's website or application and has been successfully verified by the merchant before the transaction date.
• Proof that the cardholder accessed the merchant's website or application for merchandise or services on or after the transaction date.
• Screenshots of services received (on the dates in dispute).
• Screenshots of withdrawals (if any).
• Any communication with the cardholder relevant to the case (e.g., emails proving that they received the product or service or demonstrating their use of or satisfaction with the product or service).
• Screenshot of Terms & Conditions that the client accepted before making a payment.
• Screenshot of your Refund/Withdrawal and Cancellation policy that was properly disclosed to the cardholder and their acknowledgment by selecting a tick box before checking out.
• Screenshot of proper disclosure and/or the specific terms were provided to the cardholder and that the cardholder accepted the terms electronically, such as a check box or 'submit' button.
• Copy of a courier receipt with the authorized signature proving the goods were delivered to the cardholder or the authorized person.
4808 — Required Authorization not Obtained
Description: The merchant processed a transaction without obtaining Authorisation.
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Valid authorisation code
4834 — Duplication/Paid by Other Means
Description: A transaction was processed more than once to the card account number, and the cardholder accepts only one transaction.
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Description, date, and time of the products or services successfully received.
• Screenshot of the customer profile, with name and/or profile identification number.
• The transaction ID for the previous transaction appears to duplicate the disputed one.
• An explanation of the difference between the disputed transaction and the prior one that appears to be a duplicate.
• Documentation for the prior transaction that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed transaction that proves the two are different.
• Evidence to prove that a refund was issued. Paid by Other Means description: The merchant received payment from the cardholder for a transaction by another payment method.
Chargeback Remedies: Provide documentation to remedy the chargeback, such as:
• Documents other than the transaction receipt to prove the transaction was not received by other means.
• Evidence to prove that a refund was issued
4834 — Late Presentment
Description: The transaction was not deposited within 30 days of obtaining a valid authorization code.
Chargeback Remedies: Proof that the transaction was presented within the limit.
4834 — Transaction Amount Differs
Description: The amount the cardholder was charged doesn’t match what’s on the receipt.
Chargeback Remedies: Proof that the transaction amount is correct and the cardholder was aware of it.