{"id":8803,"date":"2026-10-20T09:11:00","date_gmt":"2026-10-20T07:11:00","guid":{"rendered":"https:\/\/www.1pay.ch\/docs\/disputes\/"},"modified":"2026-11-06T09:07:58","modified_gmt":"2026-11-06T08:07:58","password":"","slug":"disputes","status":"publish","type":"docs","link":"https:\/\/www.1pay.ch\/en\/docs\/disputes\/","title":{"rendered":"Disputes (chargebacks): what they are and how to avoid them"},"content":{"rendered":"

A dispute (or chargeback) happens when someone calls the bank that issued their card and says: \u00abThis payment is wrong.\u00bb 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.<\/p>\n

What happens when one arrives<\/h2>\n
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  1. The customer’s bank informs us and gives the reason.<\/li>\n
  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.<\/li>\n
  3. As a precaution, payouts to your account are suspended until the situation is clear.<\/li>\n
  4. We tell you by e-mail the reason and the deadline for responding. The payment moves to Disputed<\/strong> status.<\/li>\n
  5. You can accept, reach an agreement with the customer or submit evidence.<\/li>\n
  6. The customer’s bank decides, usually 60 to 75 days after receiving the evidence.<\/li>\n<\/ol>\n

    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.<\/p>\n

    The most common reasons<\/h2>\n