Disputes (chargebacks): what they are and how to avoid them

A dispute (or chargeback) happens when someone calls the bank that issued their card and says: «This payment is wrong.» It is not the same as a refund: you decide on a refund, whereas a dispute is started by the customer and decided by their bank.

What happens when one arrives #

1. The customer’s bank informs us and gives the reason.
2. The disputed amount is temporarily deducted from your balance, along with a handling fee of CHF 35.-. If the balance is not enough, you receive an invoice.
3. As a precaution, payouts to your account are suspended until the situation is clear.
4. We tell you by e-mail the reason and the deadline for responding. The payment moves to Disputed status.
5. You can accept, reach an agreement with the customer or submit evidence.
6. The customer’s bank decides, usually 60 to 75 days after receiving the evidence.

If you win, you get back the amount and the CHF 35.-. If you lose, both are gone. Neither 1pay.ch nor you can influence the decision: only the quality of the evidence counts.

The most common reasons #

• Fraudulent payment: the cardholder says they never made the purchase (stolen card, or a family member used it).
• Not recognised: the statement does not make clear who the seller is.
• Product not received or late.
• Product not as described.
• Promised refund not made.
• Duplicate payment.
• Cancelled subscription that kept being charged.

How to avoid them #

• Be recognisable. Use a clear name on the card statement (you set it in the Pay configuration) and in confirmation e-mails.
• Describe exactly what you sell, with photos, delivery times and return terms. Enable acceptance of terms and privacy in the form fields.
• Ship with tracking and keep proof of delivery.
• Answer quickly when someone writes to you. People who feel heard rarely go to the bank.
• Refund straight away if you promised to.
• Make cancelling subscriptions easy and remind people of the deadline before renewal.
• Keep everything: contracts, order confirmations, invoices, e-mails and chats.

If a dispute is already open, read how to respond.