In this article, you will learn what a dispute is and how to deal with it effectively.

In a credit card transaction, the cardholder may dispute a specific charge and request that the bank or credit card company reverse the payment. This is commonly referred to as a chargeback. The cardholder might dispute the transaction for reasons such as not receiving the goods, receiving goods that do not match the description, or an unauthorized charge. In response, the issuing bank initiates a formal process to handle the dispute through the card network. During this process, the card network temporarily reverses the payment, reclaiming the disputed amount from Peblla. We will then debit your balance accordingly, including any applicable dispute fees.

Peblla team will collect and submit relevant evidence on your behalf to prove the validity of the charges. To ensure you are fully informed throughout the dispute resolution process, you will receive an email notification from Peblla each time an inquiry or chargeback is initiated. Through these emails, you can track the progress of the inquiry or chargeback and will be promptly notified of the final outcome. The specific dispute process and how to review it are as follows:

Before formally initiating a dispute, some card network conduct a stage called "inquiry," which can be understood as a process of gathering information. During this stage, you will be required to provide relevant evidence to clarify the disputed transaction. At this stage, the transaction amount and dispute fee will not be deducted from your account.

Once an inquiry is initiated, Peblla team will notify you via email with the specific order number, order amount, and the credit card bank involved.

Peblla team will gather transaction details, signed receipts from the customer, membership information, delivery details (if applicable), and service terms. You can also choose to send the evidence you have collected, along with the dispute ID, directly to [email protected] within 3 days of receiving the inquiry notification. Alternatively, you may choose to refund the order directly and send the dispute ID for the refunded transaction to [email protected].

Peblla will submit the gathered evidence, along with the information you’ve provided, to the cardholder's bank or credit card institution.

The bank will review the evidence and make a decision within 80 days. If the bank determines that the evidence we provided disproves the reason for the inquiry, they will not escalate the dispute. However, if they decide that the evidence we provided does not satisfy the reason for the inquiry, the dispute will be escalated to a chargeback.

Once a dispute is initiated, Peblla team will notify you via email with the specific order number, order amount, and the credit card bank involved. You only need to be aware of the dispute, as Peblla team will handle the collection and processing of relevant evidence.

Peblla team will gather transaction details, signed receipts from the customer, membership information, delivery details (if applicable), and service terms. You can also send the evidence you have collected, along with the dispute ID, directly to [email protected] within 3 days of receiving the dispute notification.

Peblla will submit the gathered evidence, along with the information you’ve provided, to the cardholder's bank or credit card institution.

You will receive an email with the final result within 80 days after Pebllla responding to the dispute. If the bank determines that the evidence provided disproves the reason for the dispute, they will return the disputed funds to you, less any applicable dispute fees. If the bank determines that the evidence provided does not meet their criteria for overturning the dispute, you will not be able to recover any funds.

You can view the dispute details by accessing "Store Account > Disputes" from the store backend and entering the "Dispute Details" page.

Alternatively, you can directly access the "Dispute Details" page from the Dispute notification email we send you.

You can access the "Dispute Details" page from "Store Account > Disputes" in the store backend to review the following information:

You can view the results in the "Status" column on the "Dispute Details" page in the store backend by accessing "Store Account > Disputes" and finding the particular dispute record that matches the one in the email:

A dispute fee is a charge incurred when a cardholder raises a dispute (also known as a chargeback) against a particular transaction. This fee is typically deducted from your account along with the disputed transaction amount. The fee exists to compensate the bank or credit card company for the costs associated with handling the dispute. Even if the dispute is resolved, the merchant is usually still required to pay this fee.

Suppose you issue a full refund for the disputed order during the inquiry stage. In that case, the cardholder will not be able to initiate a dispute for that transaction, which means you can avoid paying dispute fees. If you do not issue a full refund for the disputed order or fail to submit any evidence during the inquiry stage, the chargeback will be initiated, and you will not be able to avoid paying dispute fees.

To view steps on processing refunds, you can refer to the following document: POS Order - How to Make a Refund | Peblla | Help Center

Yes, whenever a dispute occurs, you will receive an email notification from Peblla.

You can provide transaction details, signed receipts from the customer, delivery details (if applicable), and any other documents such as surveillance video, that can prove the transaction's legitimacy.

You need to submit relevant evidence within 3 days of receiving the dispute notification.

You can access the "Dispute Details" page from "Store Account > Disputes" in the store backend. Based on the amount notified via email, select the relevant dispute and click "Action" to enter the details page and view the dispute order number and date in the Payment Summary.

You can view the results in the "Status" column on the "Dispute Details" page in the store backend by accessing "Store Account > Disputes" and matching the amount notified via email: