Responding to Disputes
Learn what disputes are and how to respond to them effectively
This document covers what disputes are and how the process works.
Collecting Customer Information
A dispute occurs when a cardholder questions your payment with their card issuer. An inquiry or retrieval is nothing more than a request for more information about the charge, which may escalate to a dispute. To process a dispute, the issuer creates a formal dispute, which immediately reverses the payment. The payment amount is then deducted from your account balance.
To help our users submit the best possible response, Chapa provides a guided process within the Dashboard. This allows you to provide all of the necessary text and images you feel are appropriate.
Where to Find Disputes
You can find disputes in the Dashboard. When a dispute occurs:
- An automated email will be sent from Chapa
- You will receive a
charge.dispute.createwebhook event - You can respond to the dispute by submitting the appropriate evidence
Set up webhooks to receive real-time notifications when disputes occur. See Webhooks for more information.
Responding to Disputes on the Dashboard
Chapa's Dashboard is the best place for most users to respond to any disputes. The Dashboard guides you step by step through the submission process, automatically formatting the data you enter.
Depending on the type of disagreement, you'll be asked to provide various pieces of evidence and upload any necessary files. These actions increase the chances of resolving a dispute in your favor.
Before responding to a disagreement, contact the customer and discuss it. It may have been a simple issue, such as not being able to identify their transaction.
Best Practices for Responding to Disputes
- Act Quickly: Respond to disputes as soon as possible to maximize your chances of winning
- Gather Evidence: Collect all relevant documentation (receipts, shipping confirmations, customer communications)
- Contact the Customer: Reach out to the customer first - many disputes can be resolved directly
- Provide Clear Information: Submit clear, detailed evidence that supports your case
- Follow Up: Monitor the dispute status and follow up if needed
Next Steps
- Fraud Prevention - Learn how to protect against fraudulent payments
- Webhooks - Set up dispute notifications
- Security Guide - Learn about security best practices