A chargeback can be disputed by presenting evidence that the obligations to the buyer were met. The decision is made neither by the merchant nor by the service but by the bank or the payment system — they look at the documents and at whether the merchant met the deadline.
What to collect
- Order confirmation: items, amount, date and buyer details.
- Proof of fulfilment: a waybill, tracking number, acceptance act, service access or correspondence.
- The refund and delivery terms published on the site at the time of purchase.
- Correspondence with the buyer if you already offered a solution before the bank was involved.
Why deadlines decide it
- The response window is limited — a missed deadline is an automatic loss.
- Documents sent after the deadline are not considered at all.
- So dispute notifications should go to a mailbox somebody actually reads daily.
How to get fewer disputes
- Use a recognisable merchant name: buyers dispute what they cannot identify on a statement.
- Keep refund terms and support contacts current on the site.
- Answer requests faster than the buyer reaches their bank.
What a chargeback is and how it differs from a refund is covered separately.
