You have received a dispute? No need to panic. You have three options: accept it, reach an agreement with the customer, or defend yourself with evidence. The one thing that matters is not to miss the deadline in the e-mail.
1. Accept #
This makes sense if the mistake is clearly yours (for example a duplicate charge) or if it is obviously a stolen card. You lose the amount and the CHF 35.- fee, but the matter is closed at once.
2. Talk to the customer #
Many disputes come from a misunderstanding: your name on the statement was not recognised, the parcel is late, the renewal was forgotten. Call or write calmly. If the dispute is withdrawn, still submit the evidence, including the exchange in which you reached agreement.
3. Submit evidence #
If you are in the right, defend yourself. The bank looks at the evidence only once: make it complete the first time.
- Meet the deadline we give you.
- Use documents in English where possible: they are read by banks in different countries.
- Formats: PDF or DOCX for documents, TIF or TIFF for images.
- Give each file a name that says what it contains, such as
post-delivery-confirmation.pdf. - Answer immediately if we have questions.
Which evidence, depending on the reason #
| Reason | What to submit |
|---|---|
| Fraudulent or not recognised | Order confirmation with name and address, proof of delivery to that address, exchanges with the customer, any previous successful purchases with the same card. |
| Product not received | Tracking number and delivery confirmation, or proof that the service was provided (attendance, logins, downloaded files with date and time). |
| Product not as described | Description and photos as shown at purchase, accepted return terms, exchanges with the customer. |
| Refund not made | Proof of the refund made, or the terms explaining why it was not due. |
| Duplicate payment | Documents showing two separate purchases (two orders, two deliveries). |
| Cancelled subscription | The accepted subscription terms and proof that cancellation was not made in time, or that the service was used after the stated date. |
What next? #
The customer’s bank usually decides within 60 to 75 days. In the meantime the payment status shows you where things stand. If you win, the amount and the CHF 35.- return to your balance automatically.
Unsure what to submit? Write to us before the deadline: we will help you put it together.
