BackIntroduction to B3

Respond to disputes


The customer doesn’t recognize the payment appearing on their card statement.

Required to overturn dispute: As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the payment.

How to respond: First, try to get in touch with your customer. Sometimes people forget about payments they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute is not sufficient evidence.