Individual disputes
Kordiva manages the payment-side dispute on its original platform charge as MoR. Sellers supply evidence and cooperate with review; recovery is not guaranteed.
- When notified, open the affected transaction and check the response deadline supplied by Kordiva. Do not assume a universal evidence deadline.
- Send requested product description, delivery/download evidence, relevant terms and buyer communication through the approved support channel. Exclude unrelated personal data and private download tokens.
- Kordiva reviews seller principal exposure and the funds held on-platform or recoverable from Express. An open dispute can hold affected proceeds. An approved recovery shortfall can become seller debt.
- Check the provider-confirmed outcome. A submitted evidence package is not a WON decision.
| State | What it means for the seller |
|---|---|
| Open / under review | Evidence and affected proceeds remain subject to review and holds |
| WON | Actual provider restoration must be confirmed; eligible previously recovered seller funds can then be restored through the controlled flow |
| LOST | Reviewed seller principal exposure, recovery and debt are finalized with authoritative tax-loss reconciliation |
| Reconciliation required | Missing/mismatched recovery or restoration proof keeps the affected funds held |
Seller-funded principal is separate from Kordiva’s dispute infrastructure and representment costs. Do not treat a provider dispute fee as automatically seller-funded principal. Other reserves or unrelated holds remain in place after a win.
Restoring seller funds after a confirmed win preserves the original reserve maturity. It does not start a new reserve period or make every restored amount immediately eligible for bank payout.
Avoid duplicate recovery
Section titled “Avoid duplicate recovery”A LOST dispute is not an instruction to create another customer refund. The hosted-invoice loss adjustment follows the actual bank-returned loss and reviewed allocation. A WON label alone is not evidence that seller funds have reached Express or the bank.
Your role and Kordiva’s role
Section titled “Your role and Kordiva’s role”You provide accurate evidence by the deadline Kordiva gives you. Kordiva handles the provider case and approves recovery or restoration. Sellers cannot independently resolve the platform dispute, refund the buyer or release held funds.
Related guides
Section titled “Related guides”Refund review · Independent reserves · Debt and reconciliation