A chargeback occurs when a customer contacts their bank or card issuer to dispute a payment and request a reversal. The issuer temporarily withdraws the disputed funds from your account while the dispute is under review. Chargebacks are distinct from refunds — they are initiated by the customer's bank rather than by you.
Chargeback management is currently available through the dashboard. API endpoints for dispute handling are on the roadmap and will be added in a future release.
How Chargebacks Work
- Dispute opened — the customer files a dispute with their bank. Paisr is notified and the disputed funds are held.
- Evidence window — you have a limited window to submit evidence that the charge was legitimate. The exact window depends on the card network (typically 7–21 days).
- Decision — the issuing bank reviews the evidence and makes a final ruling.
- If ruled in your favour, the funds are returned to your balance.
- If ruled against you, the funds are permanently reversed and a chargeback fee may apply. Transaction fees are none-refundable.
Managing a Dispute
Navigate to Payments → Disputes in your dashboard and open the disputed payment. A dispute badge will be visible on any payment that has been flagged.
From the dispute panel you can:
- View the dispute reason and timeline
- Upload supporting evidence
- Submit your response before the evidence deadline
- Track the dispute status through to resolution
Submitting Evidence
Strong evidence significantly improves your chance of winning a dispute. Depending on the dispute reason, useful evidence includes:
| Dispute reason | Helpful evidence |
|---|---|
| Item not received | Shipping tracking, delivery confirmation |
| Item not as described | Product description, photos, customer communication |
| Duplicate charge | Transaction records showing a single charge |
| Fraudulent | IP address, device fingerprint, signed terms of service |
| Subscription cancelled | Cancellation policy accepted by customer, cancellation confirmation |
Submit evidence as early as possible — do not wait until the deadline. Depending on the type of dispute, Paisr may take action and submit the appropriate evidence on your behalf.
Chargeback Fees
A non-refundable fee is applied to each chargeback regardless of the outcome. Fee amounts vary by payment method and provider. Contact support@paisr.tech for the fee schedule applicable to your account.
The transaction fee is non-refundable and deducted from your wallet balance with the original amount.
Preventing Chargebacks
Most chargebacks can be prevented with clear communication and good business practices:
- Use a recognisable descriptor on card statements so customers can identify the charge
- Send payment confirmations and receipts promptly
- Have a clear and accessible refund policy — customers who can reach you directly are less likely to go to their bank
- Respond to customer support requests quickly before disputes are filed
- Use Paisr's webhook notifications to monitor payment activity in real time
Dispute Webhooks
Paisr fires webhook events at each stage of a dispute lifecycle. Subscribe to these events to keep your system in sync:
| Event | Fired when |
|---|---|
dispute.opened | A new dispute has been opened |
dispute.evidence_due | The evidence submission deadline is approaching |
dispute.won | The dispute was resolved in your favour |
dispute.lost | The dispute was resolved against you |
Dispute webhook events will be available alongside the API endpoints in a future release. Dashboard management is available today.