Responding to Inquiries and Disputes 

Dealing with payment disputes is common for businesses, and it can be slightly tricky as it involves refunds and chargeback fees. We recommend that you carefully review and respond to disputes within the deadlines to ensure that you do not suffer losses.

Responding to Inquiries

A payment inquiry is just a formal request for information or clarification a customer makes regarding a payment. You will be notified via email when an inquiry has been created. You can also view them in the Disputes module.

Some inquiries turn into disputes when there’s no response from the customers, whereas some inquiries are closed when the business clarifies the transaction details or issues a refund.

1. Contact the customer

Reach out to your customer to know what went wrong. Sometimes, they might just want to see the status of their payment or order, request a payment receipt, or confirm why a particular charge was made.

Explain the transaction and send them the details; the customer might withdraw the inquiry. The transaction’s status will then be updated to Closed.

2. Refund the payment

If your product or service has yet to be delivered or the customer was charged incorrectly, refund the payment immediately. To issue a refund:

• Go to the transaction that received an inquiry.
• Click Refund in the top right corner.
• Enter the Amount and select the Reason.
• Click Proceed to issue the refund.

The transaction status will be updated to Refunded, and the inquiry will be considered closed.

3. Challenge and submit a response

Sometimes, the inquiry will be withdrawn when you’ve clarified the payment to the customer. And other times, if the customer disagrees, you must submit evidence to the card network backing your claim.
Either way, submitting your response to the card network is good practice so the evidence is documented and to prevent miscommunication. To respond:

• Go to the transaction that received an inquiry.
• Click the Respond button in the top-right corner.
• Enter the required details and attach the required evidence.

• Submit your response after verifying the details.

The response will be sent to the card network.

Responding to Disputes

Disputes are disagreements raised by customers for a payment. If the customer has chosen to escalate the inquiry, or if the customer had disputed the transaction directly, then a transaction’s status will be updated to Dispute Created. The disputed amount and a fee will be withdrawn from your account.

You will be notified via email when a dispute has been created. You can also view them in the Disputes module.

There are only two ways to respond to a dispute. You can choose to accept or challenge it depending on the nature of the dispute and the evidence available.

1. Accept the dispute

If you processed the payment incorrectly or the customer’s claim regarding the product or service is valid, you can accept the dispute. The chargeback amount and fee will not be returned to you. To accept:

• Go to the disputed transaction.
• Click Accept Dispute in the top-right corner.
• Enter the reason for accepting the dispute and click Accept again.

2. Challenge and submit a response

After you’ve reviewed the dispute and you think the customer’s claim is false, you can challenge the dispute and provide details and evidence backing your claim.

To submit your claim:

• Go to the disputed transaction.
• Click the Respond button in the top-right corner.
• Enter the required details and attach the necessary evidence.

• Submit your response after verifying the details.

The response will be sent to the card network, and it may take 2-3 months to receive a response from them.