Skip to main content
A dispute (chargeback) happens when your customer contests a card payment with their issuer. Each dispute has an ID prefixed with cb_. While a dispute is open, the payment amount stays on hold until the issuer resolves the dispute. You can answer a dispute from the Dashboard by uploading evidence and submitting it for review before the deadline. To answer disputes through the API instead, see the Disputes API reference.

​
Before you begin

  • Your organization must have card payments enabled. The Disputes tab appears only for organizations with card payments.
  • To view disputes, your user needs Read access to Payments.
  • To upload evidence and submit it for review, your user needs Manage access to Disputes. If your user doesn’t have this access, ask an administrator of your organization to grant access or to upload the evidence for you. To learn more, see Permission roles.

​
Find a dispute

  1. In the Dashboard, go to Payment history.
  2. Open the Disputes tab. The badge next to the tab shows how many disputes are waiting for documentation.
  3. To find a specific dispute, filter by Dispute ID with the exact cb_ ID or by Status.
  4. Click the dispute to open its detail page.
The detail page shows the payment details, the Activity timeline with the documentation deadline, and the Supporting documents section.

​
Dispute statuses

The Dashboard shows each dispute status with its matching API value:

​
Documentation deadline

Each dispute has a documentation deadline, shown next to Deadline: in the dispute detail page. The API returns the deadline as documentation_upload_deadline. You can upload and submit documents only while the dispute is in Documentation required and before the deadline. If the deadline passes without submitted evidence, the dispute moves to Expired.

​
Upload evidence and submit for review

Attach evidence related to the sale or service you provided, such as receipts, communications with your customer, or proof of delivery.
  1. Open the dispute detail page.
  2. In Supporting documents, upload one or more files. Each file must be a PDF, JPEG, or PNG and smaller than 10 MB.
  3. Click Submit documentation.
  4. In the confirmation dialog, click Submit documentation again.
After you submit the evidence, the dispute moves to In review. You can no longer add or remove documents for that dispute.

​
Get notified about disputes

To track disputes from your systems, subscribe to the dispute.* webhook events. To learn more, see Types of events.