If, for any reason, a customer has disputed a payment, the customer's bank will review the case and ultimately decide whether or not the customer's dispute claim is legitimate or not. You as the merchant will be asked to submit evidence to show that you've charged the customer correctly and that the customer did in fact order and receive the product or service they ordered. 

If the bank decides in your favour, you have nothing to worry about. However, if the bank decides to side with their customer, they'll perform what's called a Chargeback. This means the bank will "charge back" the money to the customer from your account. This will in first line be handled by SmartTrade's acquiring partners, Stripe or Wirecard, who will subtract the full amount from money you are scheduled to receive to your account for payments made in the past two days. If you are a business with an excessive amount of disputes and chargebacks, Stripe or Wirecard may want to put you on a rolling reserve. Check out our article on rolling reserves to read more about what this means.

If you want to read more about how you can avoid or minimise your level of chargebacks have a look at this support article.

Was This Article Helpful?

Still Have A Question?