A dispute, also called a chargeback, is when your customer asks their bank to reverse a payment they've already made to you. Here's what happens and what, if anything, you can do.
What happens when a dispute comes in
The disputed amount is returned to your customer, and we recover it from your next available payout. For direct debit, the mandate is usually cancelled as part of the chargeback, so it won't be used for future payments.
Our support team will be in touch to let you know and talk you through any next steps.
Can a dispute be challenged?
It depends and is on a case by case basis. Contact support via live chat if you have any questions.
The final decision always sits with your customer's bank, so we can't guarantee the outcome of any challenge.
If you want to refund your customer and avoid a dispute
You can refund your customer directly from your bank, then void the invoice in Adfin. Adfin doesn't handle refunds.