Payment Disputes

This guide covers Business Commerce. For Individual MoR, use the separate guide.

A payment dispute is different from a normal refund. The customer opens it through a bank or card network, and the merchant has limited time to provide relevant evidence.

What to do immediately

1. open the exact order and payment;
2. read the dispute reason;
3. check the response deadline;
4. collect relevant evidence;
5. respond with accurate and verifiable information.

Useful evidence

Depending on the case:

• tracking and delivery confirmation;
• product description and images;
• customer communication;
• sales terms;
• return and refund policy;
• proof that a service or digital product was delivered.

Effect on payout

An active dispute can affect fund availability and payouts.

Caution

Do not create an extra refund or payout simply to “work around” the dispute. Follow the normal process and wait for the final outcome.

After the decision

Wait for Kordiva and Stripe to reflect the final result. Whether the dispute is won or lost, transaction and payout state should align with that outcome.