Introduction

As part of our shift to an industry-based support model, we've created tailored dispute resolution guides to help our merchants better understand, manage, and prevent disputes.

The industries are:

• Fintech, Financial Services, and Insurance

• Travel and Hospitality

• Gaming and Entertainment

• E-commerce, Education, and Healthcare

• Transport and Utilities

• Aggregators

Each article covers common dispute reasons, required evidence, and best practices for prevention. The goal is to provide clear, tailored guidance to help you minimize disputes and prevent financial losses.

It's important to note that the dispute outcomes are ultimately decided by the issuing banks and the card schemes (e.g., Visa, Mastercard, Verve). While we support you by ensuring we’re submitting strong evidence within the required timeframes, final decisions rest with these external parties.

These guides are informed by our experience handling a wide range of dispute cases. They reflect the patterns we've observed, such as the types of evidence that are typically seen as sufficient, common reasons for chargebacks, and best practices that have improved outcomes. Following these guidelines can significantly increase the chances of a favourable resolution, but they do not guarantee success in every case.