Disputes and fraud
Your responsibilities when a Direct payment is disputed.
Pandabase v2 is still in development, and we're still writing these docs. Some content may be inaccurate, incomplete, or inconsistent between pages.
With Pandabase Direct, dispute and fraud liability stays with you. Billing support doesn't transfer that liability to Pandabase.
Responding to a dispute
Review the reason for the dispute and gather records that address the buyer's claim. Follow the instructions and deadline provided for the case through your payment processing partner.
Useful evidence includes delivery confirmations, download or access records, customer messages, and refund or cancellation history. Explain what the buyer purchased, when you delivered it, and how the records support your response.
The exact Direct submission workflow is still being documented.
Costs
The v2 pricing page lists $30 per dispute handled and $30 per dispute prevented. Confirm which services and processing partner charges apply to your Direct account. These fees are separate from the disputed payment amount.
Using 3D Secure
3D Secure asks the cardholder's bank to authenticate a payment. Standalone 3DS costs $0.12 per authentication.
Eligible authenticated payments can shift fraud liability to the issuer. This doesn't cover every dispute reason, such as a claim that a product wasn't delivered. See Stripe's explanation of 3DS liability shift for background on this distinction; the rules applied to your payments depend on your processing partner and card network.
Reduce avoidable disputes
Explain charges clearly, show subscription terms before checkout, and provide a working support contact. Keep delivery and usage records, and respond to buyers when they report a problem.