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Dispute and Fraud

What should I do when I received Dispute and Fraud case?

When you received a dispute or fraud case, it’s important to act promptly and furnish complete details. You should: • Examine the dispute information thoroughly and compile all related transaction records. • Respond at soonest and without delay, clearly explaining the transaction and attaching any evidence, such as receipts, delivery proof, or communication logs. Providing timely and comprehensive documentation strengthens your position. • Offer a suitable resolution—such as issuing a refund or proposing an alternative solution—when appropriate. Taking swift and proactive action can help prevent the dispute from escalating further.

What is Arbitration Cost?

Once the issuing bank has assessed the supporting documents, and if the acquirer bank determines that the evidence submitted is insufficient, the case will move into the pre-arbitration stage, which is initiated by the acquirer bank. Merchant will receive an email notification regarding this pre-arbitration request. Should the Merchant choose to proceed with arbitration, additional fees will apply, and these charges are set by the respective card networks, Visa and Mastercard.