A dispute (also called a chargeback) is when a customer asks their bank to reverse a payment, instead of asking you for a refund. They are rare, but knowing what to do makes them less stressful.
What happens when you get a dispute
- 1
You find out a dispute was opened
Your payment provider flags the dispute, with the order it relates to and the reason the bank gave (for example 'product not received' or 'fraud'). Keep an eye on the email tied to your account so you do not miss it.
- 2
The disputed amount is held
Your payment provider temporarily holds the amount while the dispute is investigated. It is not a final outcome yet.
- 3
You decide how to respond
You can accept the dispute (the customer keeps the money) or respond with evidence. Log in to your payment provider dashboard to submit your response.
- 4
Submit your evidence
Upload screenshots, tracking info, signed delivery receipts, email exchanges — anything that helps show the order was legitimate and delivered. Be polite, factual, and clear. Your payment provider dashboard has a guided flow for this.
- 5
Wait for the outcome
The bank decides, usually within 60 to 90 days. If you win, the money is released back to you. If you lose, the disputed amount stays with the customer.
Always respond — even to lost causes
Unanswered disputes are automatically lost. Even if you suspect you will not win, responding shows your payment provider you take fraud seriously, which keeps your account healthy.
The best dispute is the one you prevent
Clear product photos, accurate descriptions, reliable shipping with tracking, and friendly responsive customer support stop most disputes before they happen.
Frequently asked questions
Is there a fee for disputes?
Some payment providers charge a small fee per dispute (usually deducted from your next payout) whether you win or lose. Check your payment provider dashboard for any fee that applied.
Can I refund instead of fighting a dispute?
Sometimes refunding the customer directly is faster and easier than going through the dispute process. Once the dispute is open, refunding through Shopstar usually resolves it.
How do I avoid fraud in the first place?
Watch for unusual signals — orders to addresses far from the card billing address, very large first-time orders, or many cards used by one customer. Trust your gut and contact the customer if anything feels off.