When to Dispute

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.