Disputes
Respond to chargebacks and protect your revenue
The Disputes dashboard helps you manage chargebacks and payment disputes. Respond with evidence, track outcomes, and understand dispute patterns.
Accessing Disputes
Navigate to Finance → Disputes to view all disputes.
What is a Dispute?
A dispute (chargeback) occurs when a customer contacts their bank to reverse a charge. Common reasons include:
- Customer doesn't recognize the charge
- Product or service not received
- Product significantly different than described
- Unauthorized transaction (fraud)
- Duplicate or incorrect charge
Dispute List
View all disputes with key information:
| Column | Description |
|---|---|
| Date Opened | When the dispute was filed |
| Customer | Who filed the dispute |
| Amount | Disputed amount |
| Reason | Dispute category |
| Evidence Due | Deadline to submit evidence |
| Status | Current dispute status |
Dispute Status
| Status | Description | Action Required |
|---|---|---|
Needs Response | Awaiting your evidence | Submit evidence before deadline |
Under Review | Bank reviewing evidence | Wait for decision |
Won | Resolved in your favor | Funds returned |
Lost | Customer won the dispute | Funds not returned |
Responding to Disputes
Evidence must be submitted before the deadline. Missing the deadline results in automatic loss.
- Open the dispute
- Review the dispute details and reason
- Gather relevant evidence
- Upload evidence files
- Write a response explaining your case
- Submit before the deadline
Recommended Evidence
Evidence depends on the dispute reason:
| Dispute Reason | Helpful Evidence |
|---|---|
| Fraudulent | AVS/CVV match, IP address, prior purchases, delivery confirmation |
| Product not received | Shipping/tracking info, delivery confirmation, signed receipt |
| Not as described | Product descriptions, images, customer communications |
| Duplicate | Proof transactions were separate, itemized receipts |
| Subscription canceled | Cancellation policy, customer acknowledgment, usage logs |
RevKeen automatically includes transaction details, customer information, and invoice copies with your evidence submission.
Financial Impact
When a dispute is opened:
- Disputed amount - Immediately deducted from your balance
- Dispute fee - Additional fee charged by the bank (typically $15-25)
- If won - Disputed amount returned, but fee usually not refunded
- If lost - Amount stays with customer
Preventing Disputes
Reduce chargebacks with these practices:
- Clear billing descriptor - Use recognizable business name
- Order confirmations - Send detailed receipts
- Shipping notifications - Provide tracking information
- Easy refunds - Process refunds promptly when appropriate
- Customer service - Make it easy to reach you
- Clear policies - Document cancellation and refund terms
Dispute Metrics
Track your dispute performance:
| Metric | Description | Target |
|---|---|---|
| Dispute Rate | Disputes / Total transactions | < 1% |
| Win Rate | Disputes won / Total disputes | > 50% |
| Response Rate | Responded / Total requiring response | 100% |
High dispute rates can result in increased processing fees or account termination. Monitor and address trends promptly.