How do I respond to a dispute and what evidence helps?
Open the dispute, read the reason the bank gave, and respond before the deadline with evidence the charge was valid — proof the customer authorised it and received what they paid for.
To respond to a dispute, open it in Online payments → Disputes & chargebacks, read the reason the bank gave, and submit evidence that the charge was legitimate before the deadline. The stronger and more specific your evidence, the better your chance of winning — and responding on time is essential, because a missed deadline loses the case automatically.
Respond in the right order
- Read the reason code. The bank states why the customer disputed it — a product not received, a charge they don’t recognise, a duplicate. Your evidence should answer that specific reason.
- Gather proof. Show that the customer authorised the payment and got what they paid for.
- Respond before the deadline. Fynex flags cases due within 7 days and overdue ones. Don’t wait — see I got a chargeback — what happens now?
Evidence that helps
- A signed order, estimate, or contract the customer agreed to.
- Proof of delivery or completion — a delivery record, a sign-off, timestamps.
- Records of communication confirming what was agreed.
- The matching invoice and payment reference.
Preventing the next one
Many disputes come from a customer not recognising a charge or feeling a big bill appeared from nowhere. Clear invoice descriptions, and taking a deposit plus staged payments instead of one large charge, both cut disputes down.