Resolve a chargeback or dispute

A chargeback means the customer told their bank they want their money back, bypassing you. You have a window. Usually 7-21 days. To fight it with evidence. Here's what works.

Where it shows up

Open Orders → filter by status "Chargeback". Or Settings → Payments → Disputes for the consolidated list across processors. Each dispute has a deadline counter. Miss it and the chargeback is auto-lost regardless of merit.

Evidence that wins

Sorted by impact (highest first):

• Signed delivery confirmation matching the cardholder's name and address (carrier scan, photo on porch with timestamp)
• Cardholder communication. Emails or chat logs where they confirm receipt or thank you for the order
• AVS + CVV match at the time of the original charge (we attach this automatically; you don't need to)
• Customer's purchase history with you. Repeat customers rarely win fraud claims
• IP geolocation matching the shipping country
• Signed terms of service or accepted refund policy

If it's a digital product: server logs showing the customer logged in or downloaded the file after purchase are the single strongest piece of evidence.

What you cannot do

• Argue with the bank that "the customer is lying". They don't care. Submit evidence.
• Send the same evidence twice if you lose round 1. Pre-arbitration costs you a flat fee even if you win.
• File a chargeback yourself against your own customer (this happens. Don't)

Win rates

Our merchants average a 65-72% win rate using the Chargeback Helper inside the dashboard, which auto-collects shipping proof, your communication, and the original AVS data into a structured response. Without the helper, the industry average is about 30%.

When to just accept

If the dispute is for under €25 and you don't have airtight delivery proof, eat it. Fighting takes 30+ minutes of your time and the chargeback fee (€15-25) is non-refundable even when you win. Save the energy for the larger ones.

The pattern to watch

If a single email or shipping address triggers two or more chargebacks, blacklist them. Settings → Customers → Blacklist. We'll auto-decline future orders matching that fingerprint.