Qikserve Payments - Disputes

This guide will explain the disputes feature and provide instructions on how to effectively manage disputes from your global dashboard. 

What are disputes ?

A dispute is when a transaction has been challenged by a cardholder, typically ‘fraudulent’ with their bank.

At which point, the value of that transaction is refunded to the cardholder, at least until that dispute is resolved. Other reasons can be given to the cardholders bank when initiating a dispute, such as ‘Goods not as described’ or ‘Product never received'. Both can equally be accepted as a valid dispute, or challenged by the sub-merchant.

Viewing Disputes 

When a customer initiates a dispute, you will receive an email notification from us informing you of the situation.

Next, navigate to your Global Dashboard and locate the Dispute tab, which can be found under Qikserve Payments > Disputes.

On this page you will see 2 tabs, All & Disputes. Also if there is a new dispute you will see a Notification here: 

The "All" Tab will show any recent orders placed. The Disputes tab will display any payments that have been disputed that need attention.

Disputes Process 

A dispute can be settled in one of two ways - ‘accept’ the dispute as fraudulent, in which case the total value will be debited from your Stripe Express account, as well as a £15 dispute fee

Counter the dispute, in which case you will need to submit as much evidence as possible to Stripe for review by the card issuer.

Evidence should be provided before the deadline date shown within the dispute tab shown when clicking on a Dispute:

If the dispute is ‘won’, the you will not debited the transaction amount but will be charged the £15 dispute handling fee. If the outcome is ‘lost’, you will be charged for the transaction amount and the £15 dispute fee.