Disputes
How Pandabase responds to chargebacks and what we need from you.
Pandabase v2 is still in development, and we're still writing these docs. Some content may be inaccurate, incomplete, or inconsistent between pages.
A dispute, or chargeback, starts when a buyer asks their bank to reverse a payment. In Merchant of record mode, Pandabase handles the response and submits evidence on your behalf.
When an order is disputed
We may need information about how you delivered the product and how the buyer used it. Respond to any evidence request by the deadline provided for that case.
Useful records include:
- Delivery emails, downloads, and license activations.
- Account access and product usage records.
- Messages exchanged with the buyer.
- Refund and cancellation history.
- The product description and terms shown at the time of purchase.
Keep the response factual and relevant to the buyer's complaint. For example, a download record helps with a claim that a digital file was never delivered.
Dispute fees
Dispute handling costs $30 per dispute. This fee is separate from the amount the buyer is disputing. See Pricing for current rates.
Dispute prevention
Some disputes can be resolved with the card issuer before they become chargebacks. Dispute prevention costs $30 per dispute prevented.
Reduce avoidable disputes
Use clear product descriptions, explain recurring charges before payment, and make your support contact easy to find. Deliver access promptly and keep buyers informed when something goes wrong.
Billing questions belong with buyer support. You still handle questions about the product itself.