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Qikserve Payments disputes

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

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Written by Yassin Farboussi
Updated over 5 months ago

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 cardholder's 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.

  1. On your Global Dashboard.

  2. Click Qikserve Payments.

  3. Navigate to Disputes Management.

  4. You will see two tabs:

  5. All:

    1. This tab will show any recent orders placed.

  6. Disputes:

    1. It will show any payments that have been disputed.

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.

Or

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 when clicking on a Dispute:

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If the dispute is ‘won’, then you will not be 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.

📌Note: All prices exclude VAT.

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