Disputes
Handle chargebacks, respond to disputes, and prevent future occurrences
A dispute (chargeback) occurs when a customer contests a charge with their bank. RevKeen tracks disputes automatically and helps you respond with the right evidence to protect your revenue.
What is a Dispute?
When a cardholder contacts their bank to reverse a charge, the bank initiates a dispute. The funds are temporarily held while both sides present evidence. RevKeen notifies you immediately and provides tools to respond.
Dispute Lifecycle
| Status | Description | Action Required |
|---|---|---|
open | Dispute received, evidence window open | Submit evidence before deadline |
under_review | Evidence submitted, bank reviewing | Wait for bank decision |
won | Dispute resolved in your favor | Funds returned to you |
lost | Dispute resolved in customer's favor | Funds returned to customer |
Common Dispute Reasons
| Reason | Description | Best Response |
|---|---|---|
| Fraudulent | Customer claims they did not authorize the charge | Provide proof of authorization, delivery confirmation, IP address logs |
| Product Not Received | Customer says they never received the product or service | Provide delivery tracking, access logs, or proof of service completion |
| Not as Described | Product or service did not match what was advertised | Provide product description, terms of service, correspondence |
| Duplicate Charge | Customer charged multiple times for the same item | Show distinct invoices for each charge, or issue refund if duplicate |
| Subscription Canceled | Customer claims they canceled but were still charged | Provide cancellation policy, subscription status history |
Responding to Disputes
When you receive a dispute notification:
- Review the dispute details -- Go to Finance > Disputes in the dashboard to see the dispute reason, amount, and deadline.
- Gather evidence -- Collect relevant documentation: invoices, delivery confirmations, customer communications, terms of service, and transaction records.
- Submit your response -- Upload evidence and provide a clear explanation before the deadline (typically 7-21 days).
- Wait for resolution -- The bank reviews evidence from both sides. Decisions typically take 30-90 days.
Warning: Missing the evidence deadline automatically results in a lost dispute. Set up webhook notifications to ensure you never miss a deadline.
Preventing Disputes
- Clear Descriptors -- Use recognizable business names in statement descriptors so customers know who charged them.
- Transparent Pricing -- Clearly display all charges, including taxes and fees, before checkout. Recurring billing intervals are shown on invoices and receipts.
- Easy Cancellation -- Make it simple for customers to cancel subscriptions through the customer portal rather than disputing charges.
- Prompt Communication -- Respond quickly to customer inquiries about charges. Many disputes can be resolved before they reach the bank.
RevKeen's Customer Portal lets customers view invoices, manage subscriptions, and download receipts -- reducing "I don't recognize this charge" disputes significantly.
Dispute Webhooks
| Event | Description |
|---|---|
payment.disputed | New dispute received |
dispute.won | Dispute resolved in your favor |
dispute.lost | Dispute resolved in customer's favor |
RevKeen sends in-app notifications and optional email alerts when disputes are received, so you can respond quickly.
Related
- Payments and Refunds -- Processing payments and issuing refunds
- Customer Portal -- Self-service access reduces disputes