Payment Disputes & Chargebacks

With any transaction, there’s always a risk that a customer will dispute the validity of the charge. Cardholders can initiate a payment dispute or chargeback by asking their bank to reverse the charge. This can be a complicated and time-consuming process involving a lot of paperwork (unless you work with a payment service provider like Oncue).

When a payment dispute is raised, we deduct the disputed funds from your Oncue account until the dispute is settled. If your Oncue account does not have sufficient funds to cover the chargeback, we may charge this amount to your payment method on file. This is because the customer’s bank has just taken the funds from us, and we need to cover that amount. If there aren’t enough funds available in your Oncue account, we will debit future transactions to cover the disputed amount.

Oncue does not decide who wins or loses a dispute—that’s up to the bank that issued your customer’s credit card (like Visa or MasterCard). But, our Disputes Resolution Team can help you make your case to the customer’s bank. Here’s how it works:

If a customer wishes to challenge a charge, their bank will contact us to request evidence of the validity of the transaction. This can include receipts, invoices, proof of delivery, email correspondence, photos and more. We’ll reach out to inform you of the dispute and begin collecting evidence.

Oncue will collect and submit supporting evidence on your behalf. While we will have most of this information on the Oncue platform, there may be times we have to ask for additional documentation. The more evidence you can provide, the better chance you have of winning the dispute.

Timing is essential, as dispute requests from the bank must be responded to within a specified timeframe.

As soon as we’ve collected all necessary documentation, we submit it to the customer’s bank. It’s up to them to resolve the case. After reviewing the evidence, they must decide whether or not the transaction was valid. This can take up to 90 days. We’ll notify you of the ruling by email as soon as we hear from the bank.

If the bank resolves the dispute in the customer’s favor – the customer will receive a refund for the disputed amount. Unfortunately, when the bank makes their decision, it is final—they won’t allow us to appeal or assist you any further.

If the dispute is resolved in your favor – we’ll deposit the previously deducted funds into your Oncue account and you’ll be able to transfer them to your bank account.