Overview
A dispute (also called a chargeback) happens when a customer contacts their bank to reverse a charge. When this happens, the disputed amount plus a $20 dispute fee is deducted from your store’s available balance immediately.Dispute lifecycle
Dispute opened
The customer’s bank notifies us of the dispute. The order moves to CHARGEBACK status and the funds are held.
Submit evidence
You have a limited window to submit evidence that the charge was legitimate. Pandabase automatically includes customer details, IP address, and billing information since we’re the merchant of record — you only need to provide an access or activity log showing the customer used the product.
Dispute reasons
| Reason | Description |
|---|---|
| Fraudulent | Customer claims they didn’t authorize the charge |
| Product not received | Customer claims they didn’t receive the product |
| Product unacceptable | Customer claims the product wasn’t as described |
| Duplicate charge | Customer was charged more than once |
| Unrecognized | Customer doesn’t recognize the charge on their statement |
| General | Other or unspecified reason |
Early fraud protection
Pandabase monitors all payments for early fraud signals from card networks. When a payment is flagged:- Low-value orders (under $20) are automatically refunded to prevent a costly dispute. You’ll receive an email notification.
- Higher-value orders are flagged for manual review so you can decide whether to refund or wait.
Reducing disputes
- Use a clear statement descriptor so customers recognize the charge
- Deliver products immediately after payment
- Respond to customer support requests quickly
- Offer refunds proactively when customers are unhappy — a refund is always cheaper than a dispute