The purpose of a dispute is to recover funds for captured transactions. Disputes are often used to correct fraudulent transactions or problems with the quality or delivery of the product.
Disputes can be submitted by contacting us - we'll share a link with you to upload relevant information to the dispute. This process typically takes between 30 and 90 days.
If you think a card has been compromised, cancel and replace it before continuing with the dispute process.
How to initiate a dispute
Fraud disputes
After fraud disputes are submitted, our banking partner Stripe will review them to determine if the cardholder needs to be reimbursed.
Non-fraud disputes
Make sure that you've exhausted other means of resolving the issue. For example, you can attempt to return any products received, cancel any ongoing services, and seek a refund directly from the business. Collect documentation of these attempts to use as evidence when filing the dispute.
Blocked dispute submissions
Our payment provider might block fraud dispute submission if the transaction doesn’t qualify for fraud protection under local regulations and the account holder has no dispute rights according to network rules.
Card networks might consider a dispute invalid for the following reasons (among others):
The transaction is a refund and not a capture.
The transaction is a mobile push payment transaction.
More than 110 days have passed since the business captured the transaction.
However, if you plan to file an Authorization dispute, this deadline is shorter:
For Visa, the transaction was captured more than 65 days ago.
For Mastercard, the transaction was captured more than 80 days ago.
What happens next
Stripe updates a dispute’s status when we hear back from the card network.
If you win the dispute your account will be credited in the form of a balance transaction.
If you lose the dispute, the dispute’s status changes to lost and we don’t credit any amount to your Issuing balance.
We process disputes according to card network rules. These rules are updated twice a year. You can review the latest rules on each network’s website:
Mastercard: Mastercard Rules
The Mastercard Chargeback guide is especially useful for understanding Mastercard’s dispute rules.