A dispute arises when a payment made to you is disputed by the cardholder with their card issuer.
Such disputes can stem from a range of reasons, such as the cardholder failing to recognize the payment or not receiving the goods or services for which the payment was made.
You can learn more in our article on How to prevent disputes (chargebacks).
Challenging a dispute
When you receive a dispute, you’ll be notified via email with the details of the payment being disputed. We will need you to respond with the following.
Tell us about your dispute. Why do you believe the dispute against you is an error?
Upload your evidence using the following criteria:
File must not exceed the combined size limit of 4.5 MB
Only PDF, JPEG, or PNG file types are accepted
Shipping details: How was it delivered?
Refund policy details: At what point does your customer see and agree to your terms and conditions? E.g. before or after the purchase
Customer details: Billing address of your customer
Product details: What was delivered? A service or product? Are you able to provide evidence that it was delivered?
Combine items of the same evidence type into one single file
Organize each piece of evidence according to the evidence type it satisfies
The card issuer evaluating the dispute won’t review any external content, so don’t include audio/video files, requests to call or email for more information, or links (for example, file downloads or links to tracking information).
You need to submit accurate and relevant high-resolution documents to support your case. You can only submit one file per type of evidence. We recommend a tool like Smallpdf to merge the documents together.
We would request documentation from you that the product or service was delivered as described at the time of the purchase.
Regardless of whether your customer agrees to withdraw the dispute or not, you’ll still need to submit the requested evidence if you want to win the dispute. That said, getting your customer to withdraw the dispute does increase your chance of winning the dispute.
If you have convinced your customer to withdraw the dispute, here’s what the customer will need to do:
Call their card issuer (Bank) to withdraw the dispute
Ask your customer to provide confirmation of the dispute withdrawal, such as a withdrawal confirmation email from their card issuer
Submit the dispute withdrawal confirmation and other appropriate evidence before the deadline
A withdrawn dispute is no different from any other dispute, and it doesn’t get resolved as a win or loss quicker than other dispute. It does increase your chance of winning the dispute. Many card issuers treat failure to submit evidence as an acceptance of liability on your part.
If the disputed amount has not yet been settled to your bank account, the amount would be withheld and released when the dispute is won. However, if the amount has already been settled, then it would be withheld from your future settlement and released when the dispute is won
A dispute processing fee of AED 110 is applicable for each dispute you receive. If the dispute is won, both the disputed amount and the processing fee will be refunded to you.
To assist you in managing such disputes effectively, we have attached a comprehensive booklet that provides guidance on dispute resolution, as well as answers to frequently asked questions related to disputes.