Dispute statuses
Each dispute in your Mamo dashboard will show one of the following statuses, depending on the stage and action required:
Dispute status | Explanation |
Needs response | An action on your side is required (you need to respond to the dispute in your dashboard). At this stage, your account gets debited the disputed amount. |
Resolved | We automatically resolve the dispute because it had already been refunded previously. There are no further financial implications. |
Under review | You have submitted evidence to defend against the dispute. Your evidence is now under review by our Disputes team. Once reviewed, the team will send it to the card scheme for review. No further action is required on your side. |
Expired | The time limit to take action is met. There is no further implication and you can’t respond to the dispute anymore. |
Closed | You have accepted the dispute. There is no further implication or action required. |
Withdrawn | The dispute is canceled by the issuing bank (your customer) and your account is credited back the amount of the dispute. You don’t need to take any further action. |
Lost | The issuing bank has rejected your evidence and you have lost the dispute. There are no further financial implications (the disputed amount was already debited from your account when the dispute was created). |
Won | The issuing bank has accepted your evidence and you have won the dispute. Your account has been credited back of the amount of the dispute, but the dispute fee still applies. |
Take action on a dispute
To respond to a dispute from your Mamo dashboard:
Go to Payments > Payments > Disputes
Find the relevant disputed transaction and click on it
Click Accept dispute or Challenge dispute in the top right corner
If challenging a dispute, upload your evidence and add supporting details.
Click Submit.
Read more about responding to a dispute to get insights on the steps and requirements for evidence submission.
Dispute outcomes
Once you've submitted your evidence, the issuer will review it and decide on the outcome. This outcome is final for all parties and we can’t contact the card issuer to appeal the decision or to seek additional information.
Time to reach a resolution can take between 30-90 days, depending on the scheme.
Dispute won: If the issuer is satisfied with the evidence you've provided, you win the dispute and the disputed amount will be returned to your account. The status on your dashboard will change to “Won”.
Dispute lost: If the issuer is not satisfied with your evidence, you lose the dispute and the funds are not returned to you. The status on your dashboard will change to “Lost”. You may take your case to arbitration if you want to argue your case further which will incur a cost of 500 EUR/USD.
While Mamo facilitates the submission of evidence to challenge a dispute, we are in no way involved in deciding the outcome of a dispute. Mamo doesn’t receive any information from the card issuer other than whether the dispute was won or lost, so we’re unfortunately not able to tell you why the dispute may have been lost.
See also: Understanding disputes, Responding to a dispute