---
title: "How do I respond to a dispute and what evidence helps?"
description: "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."
url: "/docs/troubleshooting/how-do-i-respond-to-a-dispute-and-what-evidence-helps/"
category: "Troubleshooting"
---

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

1. **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.
2. **Gather proof.** Show that the customer authorised the payment and got what they paid for.
3. **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?](/docs/troubleshooting/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](/blog/deposits-and-stage-payments/) instead of one large charge, both cut disputes down.

## Related

- [I got a chargeback — what happens now?](/docs/troubleshooting/i-got-a-chargeback-what-happens-now/)