Disputes & Chargebacks
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      2. Payment Tab
      3. Disputes & Chargebacks

      Chargeback Disputes

      The Disputes tab displays all chargeback requests initiated by a customer.

      A Dispute (also known as a chargeback) occurs when a cardholder protests a charge on their statement with the issuing bank.

      Challenge a Dispute

      Part of handling disputes requires merchants to provide compelling evidence that counters the dispute claims made by payers. You will be required to provide evidence that shows the transactions were legitimate and goods/services were delivered.

      This evidence can include the invoice, proof of service, communication records, or any other relevant information that can help establish the validity of the transaction.

      • Providing invoice details and/or proof of service can help demonstrate that the product or service was delivered as agreed upon.

      • Including any relevant communication records, such as emails or SMS transcripts, can also provide valuable context.

      By diligently gathering and uploading evidence that is clear, organized, and directly addresses the dispute, merchants can effectively fight against disputes and protect their reputation in the eyes of the card networks.

      Some other examples of evidence you can upload include:

      • Email thread of conversations with the cardholder.

      • Screenshots of conversations with the cardholder.

      • Signed Contracts.

      If you don't have enough evidence, or believe the dispute isn't worth fighting, you can accept liability and concede to the Dispute.

      Concede a Dispute

      You can accept a Dispute to avoid a potentially long back-and-forth process. When you accept a Dispute, you concede that the dispute is not worth challenging or representing.

      For example, you may want to concede to a Dispute if:

      • You agree with the payer.

      • You don't have evidence.

      • The transaction amount is low and you don't want to invest time to respond and represent the Dispute.

      • You suspect there is fraud or an issue internally.

      Locate Your Disputed Charge

      1. Navigate to the Payment tab.

      2. Select the Finix Disputes tab.

      3. Each Dispute has the option to Concede or Challenge.

      • Concede: Acknowledge the dispute and grant the dispute.

      • Challenge: If you decide to contest the chargeback, you will need to supply specific evidence based on the chargeback type.

       

      Once you challenge a dispute, you will be given the opportunity to upload supporting documentation.

       

      What should I do if I receive a chargeback?

      When you receive a chargeback, you should review the information carefully, particularly the chargeback type. You may be given the option to contest or concede the chargeback. If you concur with the cardholder, click “Concede”, click the “Contest” button and upload your documents.

      Please keep in mind that there are size limitations on files, so you may want to submit screenshots if necessary. For instance, if you would like to submit your refund policy but the file size is too large, you can take a screenshot of the page with the cardholder’s signature.