How to contest a dispute

To contest a dispute, please log into the « disputes » field in your dashboard.
Then select a dispute which status is «  pending client action » .
 


In the dispute timeline, you will have two choices

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


 
Once the documents are uploaded, please go back to the dispute timeline and click on « contest the dispute ».
 
Mangopay will receive the documents and valid it. If the document are correct, we will send them to the bank. If the document are not correct, you will be kindly 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 document(s) provided. The funds are on hold and after 45 days, the chargeback case can be closed if the issuing bank does not proceed with a 2nd chargeback.
 
 
Settlement
 
When the dispute is closed , you will be kindly 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 an amount from the original wallet to your credit wallet. 
 
Please click on the dispute closed.


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

The debt in the Credit wallet will be cleared.

 

support@mangopay.com
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