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: