What happens when a customer Disputes a charge?


A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their bank or credit card company. The bank creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $15.00 dispute fee levied by the card network, is then deducted from Dockwa's account balance. 

There is a dispute resolution process through which you can respond and submit evidence to make your case that the payment was valid. If the dispute is found in your favor, the disputed amount and fee is returned back to you. If a dispute is upheld, the bank’s decision is final and the cardholder’s payment remains refunded.  In the event of this outcome we will deduct the payment and $15.00 dispute fee from your account.

When we are notified of a customer dispute by our payment processor, Stripe, we will send an email notification to you, providing information about the dispute and an opportunity for you to provide testimonial and evidence for us to submit. It is important that you submit evidence via email reply - as we can only submit written evidence and attachments to the cardholder's bank. 

There is a limited period of time that disputes can be responded to (usually 7-21 days)—the amount of time available is provided within the dispute information. After that time has passed, no further responses or evidence can be submitted. Once you have submitted a response, it generally takes the cardholder’s bank 60-75 days to reach a final decision.

Upon resolution, we will notify you of the outcome and any subsequent action that will be taken.


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