How to contest a dispute

To contest a dispute, please log into the « disputes » field in your dashboard.
Select a dispute with the status «  pending client action ».

In the dispute timeline, you will have two choices:

  • « accept the dispute » : you agree that the transaction is fraudulent and accept to settle the funds.
  • « contest the dispute » : you want to contest the dispute to the bank.
Before clicking on « contest the dispute », please click on « documents » at the top of the page and upload all the documents that prove that the User is the Cardholder ( invoice, screenshot of email exchange, proof of delivery…) by clicking on « upload documents for this dispute ».

Once the documents uploaded, please go back to the dispute timeline and click on « contest the dispute ».
MANGOPAY will receive the documents and validate them. If the documents are valid, we will send them to the bank. If the document are not valid, you will kindly be asked to send new documents.
The status of the dispute will be «pending bank action».
For EUR payments: The investigation from the bank can take up to 3 months (average).

For other currencies: The investigation takes 45 days from the date the dispute is contested with the provided document(s). The funds are on hold. After 45 days, the chargeback case can be closed if the issuing bank does not proceed with a 2nd chargeback.
When the dispute is closed, you will kindly be asked to refund MANGOPAY for the amount of the chargeback.
If the funds are still available in the original wallet, you can settle the funds of the dispute by transferring the amount from the original wallet to your credit wallet:
First, please click on the closed dispute.

Secondly, please click on « settle funds » in the dispute timeline.

The debt in the Credit wallet will be cleared.

Alternatively, you can transfer the money directly into the credit wallet with a bankwire.
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