New Fee alert - Dispute

We are introducing a dispute fee. This is a non-refundable fee that merchants will need to pay when a customer disputes a payment.

What is a dispute?

Also known as a payment dispute, occurs when a card-issuing bank reverses a charge you made to their cardholder. Chargebacks are meant to be a form of cardholder protection as they allow cardholders to dispute possible unauthorized charges.

When will merchants start seeing this fee?

The fee will be applied to all disputes incurred after November 8, 2023.
 

What does a merchant need to do in case of a dispute?

If a dispute is filed, merchants will be notified via email that one of their customers has disputed a charge and asked to provide information regarding the disputed transaction(s).

How long does an investigation take?

Investigations into disputed transactions could range from a few weeks to several months.

How will the fee be implemented?

The fee will be subtracted from the amount you receive in your next payout. If you are not scheduled to receive a payout on that day, the fee will be subtracted from your account balance. You will be able to view the fee in the fees section of your payouts report.