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Responding to a Dispute

When a dispute is raised against your transaction, follow these steps to respond effectively:

  1. Check Your Dashboard

    • Navigate to the transactions → disputes section
    • Look for the new dispute entry

  2. Review Email Notification

    • Check your registered email for dispute creation notification

  3. Choose Your Response

    • You can either accept or counter the dispute

  4. If Accepting

    • No further action required
    • You will lose the dispute

  5. If Countering

    • Prepare to submit evidence
    • Follow the best practices below

You have 4 days to respond to a dispute after creation

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Dispute Response Best Practices

For digital products and services, winning a dispute requires prompt response with strong, relevant evidence. Follow this comprehensive guide to present a compelling case.

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Step 1: Understand the Dispute Reason

Review the dispute reason carefully. Common reasons include:

Fraudulent Transaction

The customer claims they did not authorize the transaction

Product/Service Not Received

The customer claims they did not receive the product/service after payment

Not as Described

The customer claims the product/service differs from what was advertised

Your response must directly address the specific reason. Avoid submitting generic or unrelated evidence.

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Step 2: Gather the Right Evidence

Focus on customer identity, access, and usage evidence.

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For “Fraudulent Transaction”

Required Evidence

  • Invoice of the purchase
  • IP address, device, and location details at time of purchase
  • Login timestamps showing access to your platform or service
  • Browser/device fingerprint or account activity logs
  • Previous successful transactions from the same customer or account
  • Terms of Service and Refund Policy accepted at time of purchase

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For “Product/Service Not Received”

Required Evidence

  • Invoice of the purchase
  • Screenshot or logs showing successful login
  • Timestamped activity (downloads, content viewed, sessions started)
  • Emails or support messages confirming access was granted
  • Welcome emails or onboarding steps completed by the customer
  • Internal logs showing product/service was delivered as promised

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For “Not as Described”

Required Evidence

  • Invoice of the purchase
  • Product/service description from your website at time of purchase
  • Comparison of what was promised vs. what was delivered
  • Documentation or screenshots of what was accessed
  • Any customer communication acknowledging receipt or usage
  • Refund policy and support options made available to the customer

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Step 3: Craft a Clear Description

Focus Points

  • What the customer purchased
  • When and how they accessed it
  • Why the dispute claim is inaccurate

Keep your language factual and professional. Avoid emotional or accusatory statements.

Example Response

“We offer a digital image generation from text service using AI. The customer purchased a monthly subscription on March 5 and accessed the product multiple times from March 5–10 and generated 4 images in the duration. Please see attached access logs and the accepted terms showing our no-refund policy.”

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Step 4: Format & Submit Evidence

Submission Guidelines

  • Use PDF, JPG, or PNG formats only
  • Clearly label each file (e.g., Login_Log_March_5.pdf)
  • Submit only relevant and organized files
  • Keep files under 5 MB each
  • Do not include links or URLs

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Common Mistakes to Avoid

Avoid These Errors

  • Ignoring the actual dispute reason
  • Using vague or emotional statements
  • Uploading unrelated or unstructured files
  • Providing links instead of files

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Bonus Tips

Strengthen Your Case

  • Include timestamps with timezone to prove access timelines
  • Highlight any two-factor authentication or verification steps
  • Share refund refusal communication if it aligns with your policy
  • Keep your policies clearly visible and easy to prove were accepted