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Introduction

The disputes section provides a detailed view of all the disputes raised along with the current status of these disputes. You will have to manage the dispute resolution at your end but the dashboard will provide a visibility into the status, reason for dispute, dispute ID for convenience of access to information.

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Viewing and Understanding Disputes

1

Open the Transactions Page

Go to the Transactions page in your dashboard and select the Disputes tab. This displays a list of all disputes associated with your account.

2

View Dispute Details

Click the eye icon next to any dispute entry to open a detailed view. Here, you can review the dispute reason, status, dispute ID, and other relevant information.

3

Access Associated Payment Information

In the dispute details, locate the Associated Payment field. Click the eye icon here to view the full payment details related to the dispute.

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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
    Dispute Creation

  4. If Accepting

    • No further action required
    • You will lose the dispute

  5. If Countering

    • Prepare to submit evidence
    • Follow the best practices below
    Dispute Creation
    Dispute Creation

You have 4 days to respond to a dispute after creation

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Dispute Response Best Practices

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.

2

Gather the Right Evidence

Focus on customer identity, access, and usage evidence.

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
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.”

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