Chargeback management workflow

Step-by-Step Instructions:

1.To see the disputes:

· 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.

← Chargeback reason codes