Refunds and disputes
Refunds and disputes, connected to the sale.
Manage refunds and cardholder disputes with the original transaction in view. Follow each request, case and account adjustment to its outcome.
Different paths from the same payment
Original paymentOrder and transaction reference
Merchant actionRefund
- Amount to return
- Refund reference
- Refund status
Cardholder challengeDispute
- Reason and deadline
- Supporting records
- Case outcome
Two processes. The same original payment.
Choose the action that fits the payment.
The available action depends on the transaction’s status, the payment method and your account permissions.
- Before settlement
- A void or authorization reversal may be appropriate instead of a refund. Check whether the payment has been captured and which action is available before starting another request.
- Returning a payment
- Confirm the original transaction and the amount to return. Track the refund status separately from the sale, and check any existing refund or dispute before submitting another instruction.
- A dispute is received
- Read the reason, response deadline and requested records. Decide how to respond through the case process. The outcome depends on the case and applicable rules; submitting records does not guarantee a win.
Keep the sale and the outcome together.
- Purchase and delivery records
- Keep the order details, terms shown to the customer, relevant customer communication and evidence of delivery or service. Select records that address the actual dispute reason.
- Case status and deadlines
- Use the response deadline in the case notice. Follow the result and any further requests. Avoid issuing a separate refund during an open dispute without checking the case instructions.
- Fees and payout impact
- Refunds and chargebacks can affect later payouts. Original processing and currency conversion fees are not returned on a refund. Dispute and response fees are described in the pricing schedule.