Things to note

Not all the information in this example is mandatory. The more information sent back to Payyo increases the chances of the dispute being overturned and the transaction amount will be returned to the merchant’s balance.

The evidence can only be submitted once. For that reason, the response needs to be detailed and precise. Remember, the more information provided by merchants increases the chances of the dispute being overturned.

Submissions made after the first reply will be disregarded by the bank or credit card issuer.

Keep the information and evidence relevant and to the point.

Dispute on refunded transactions

In this scenario, Payyo will inform the bank or the card issuer about the refund and also attach proof of refund. The dispute will be canceled before proceeding with any process. This will not affect your balance or dispute rate. 

Please check if the refund was successful in the transaction area. If not, the refund will be rejected and a dispute process will take place.

Dispute on partially refunded transactions

These cases are common when the merchant has already refunded part of the transaction but a dispute was received for the full amount. Payyo will inform the card issuer of the partial refund and attach proof of refund. The amount in the claim will be adjusted accordingly. 

It is still necessary to contact the customer if you do not agree with the dispute, especially if the transaction was partially refunded to avoid this situation. The process is the same as a regular dispute. Please check if the refund was successful in the transaction area. If not, the refund will be rejected by us and a dispute process will take place with the full transaction value.