When to Dispute

Learn about when a merchant should accept or dispute a chargeback

The merchant should accept a chargeback when:

  • the transaction is known to be fraudulent;
  • the evidence is not compelling enough;
  • the chargeback amount doesn’t compensate the effort to gather compelling evidence;
  • the merchant failed to refund the customer before the chargeback date.

The merchant should dispute a chargeback when:

  • there is strong evidence to support the case;
  • the chargeback amount is significant.

Disputes that involve transactions already refunded before the chargeback was created will be automatically disputed by PPRO on behalf of the merchant.