The Goal: Submit your evidence to fight a credit card dispute — or accept it and close it out — directly in Payments Hub, before the response deadline expires.
Before You Begin:
- Gather all evidence before you start. You get one submission per dispute. There is no draft-saving, and closing the wizard discards everything you have entered.
- Have your supporting files ready as uploads — the registration confirmation, the membership record, the signed agreement, the email thread. All files together must total no more than 4.5 MB.
- Know the deadline. The due date and time shown in the deadline email are in UTC; convert to your local time so you do not lose a day.
- You need the admin/finance staff role — the same access that lets you open Payments Hub.
- Decide in advance whether you are countering or accepting. Accepting is irreversible.
Counter or accept?
A dispute that needs your response gives you two choices:
- Counter dispute — you believe the charge was legitimate and you have proof. You submit evidence, and the card network decides.
- Accept dispute — you agree the cardholder is right, or you have no evidence to offer. Accepting concedes immediately and permanently; the disputed amount and the dispute fee are debited, and the dispute closes. It cannot be undone.
Accepting is not offered on inquiries. An inquiry is a question from the cardholder’s bank rather than a formal dispute, and it requires evidence — there is nothing to concede yet.
Step-by-Step Instructions
- Go to Finance in the left-hand rail, then the Payments Hub section, and click Disputes.
- Click the dispute you want to work on. A dispute you can still act on shows a status of Needs response.
- Confirm the response deadline at the top of the detail view before proceeding further. If the deadline has already passed, the dispute is closed, and no action is available.
- Click Counter dispute to fight it, or Accept dispute to concede. The remaining steps cover the counter-dispute path.
- On Tell us about the dispute, choose what the payment was for — a physical product, a digital product or service, and so on. Your answer determines which evidence fields you are asked for next, so pick it deliberately.
- On Additional details, fill in the specifics for the type you chose — dates, descriptions, customer details, and any related payment IDs.
- On Collect evidence, upload your supporting files. Keep the combined size at or under 4.5 MB; oversized or unsupported files are rejected at this step.
- On Review evidence and submit, check what you have provided against what you have left blank. Anything omitted here stays omitted — this is your only submission.
- Select the acknowledgment confirming you understand the submission is final. The submit button stays disabled until you do.
- Click Submit. The dispute moves to Under review, and the card network decides from there. You will see the outcome reflected on the Disputes list when it is settled.
Common Pitfalls
- Closing the wizard to go find a file: your entries and uploads are held only while the wizard is open. Close it, and you start over. Assemble everything on your desktop first.
- Submitting partial evidence to beat the clock: a thin submission is spent the same as a strong one — you cannot add to it later. If you are close to the deadline, submit the strongest complete case you can assemble, not a placeholder.
- Uploading files over the limit: 4.5 MB is the combined total, not per file. Compress scans and screenshots before you start.
- Accepting to make it go away: accepting is permanent and concedes the amount plus the dispute fee. If there is any chance the charge was legitimate, counter instead.
- Reading the deadline as local time: the deadline email shows UTC in both the subject and the body. Convert before you plan your day around it.