What is a dispute?

A dispute occurs when a cardholder questions the validity of a transaction and contacts their card issuing bank to demand a refund. Disputes are a feature of the Visa, Mastercard and American Express card networks intended to protect cardholders from fraudulent activity.

Disputes may arise for several reasons including:

  • Not as described, where the cardholder claims to have never received the goods, or the goods were significantly different from their expectations.
  • Not recognised, where the cardholder has no recollection of what a charge in their bank statement relates to.
  • Fraud, where the cardholder claims they did not authorise the purchase (e.g. their card information was stolen and used fraudulently).
  • Admin error, such as duplicate billing, incorrect amount billed or a refund which was promised but never received.

You can manage and respond to disputes from your Pin Payments dashboard.

Read next: What is the dispute process?

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