What to do if a client disputes a card payment

If a client questions or disputes a card payment, contact support promptly and preserve the records related to the transaction.

Keep the invoice, agreed scope, contract or order, delivery evidence, client correspondence, and any cancellation or refund agreement. These records help explain what the payment covered and what was supplied.

Follow the instructions and deadline provided for the specific case. A payment that previously appeared completed can still require investigation, so do not assume completion means no further action is possible.

Do not alter records or submit unrelated evidence. If a refund is being discussed, check with support how it interacts with the dispute before taking separate action.

Support should confirm the applicable process, any account impact, and any fees. Do not promise the client a particular outcome until the investigation or agreed resolution is complete.