What does it mean?
A dispute occurs when a cardholder contacts their bank to question a transaction. This can happen for several reasons, such as:
- Request for Information (RFI): The bank needs more details to clarify the origin of a transaction.
- Notification of Fraud (NoF): A claim that the transaction was unauthorized.
- Notification of Chargeback (NoC): A direct request to reverse the payment.
What should I do?
When a dispute is initiated, Palisis manages the communication with the payment processor. Here is how the process works and what we need from you:
- Palisis receives notification: Our support team is automatically notified by Adyen when a customer disputes a transaction (RFI, NoF, or NoC). You don't need to monitor the payment backend for these notifications.
- We reach out to you: A Palisis support agent will contact you (the operator) directly via a support ticket. We will identify the specific booking and ask you to provide documentation proving the service was delivered.
- Action required: Please reply to the ticket with evidence such as signed receipts, manifest logs, or booking confirmations.
- Deadline: You typically have 5 days to provide this info. If we don't hear back, we won't be able to defend the dispute!
- Palisis submits the defense: Once you provide the documents, our team takes charge of uploading them to the Adyen backend and submitting the formal defense to the bank. We will update your ticket once the submission is complete.
Important:
Keep your records handy! Having a digital manifest or check-in log ready to go is the best way to ensure we win the dispute and keep your funds secure.
Good to know
- Deadlines are final: Banks are very strict. If we miss the submission window (usually 5-6 days from the notification), the dispute is automatically closed in the customer's favor.
- Fees: Please be aware that banks often charge a non-refundable administrative fee for processing a chargeback, regardless of whether we win the dispute or not.
- Communication is key: Always reply directly to the support ticket Palisis opens for you. This keeps all evidence in one place for our team to submit.
FAQs
I already refunded the customer. Why is there still a dispute?
Sometimes a customer calls their bank after you've already processed a refund, or the two actions cross in the mail. If this happens, please send us the refund receipt immediately so we can show the bank the money has already been returned!
Can I contact the customer's bank directly?
No, the dispute process is handled entirely through the payment networks (Adyen and the card schemes). All evidence must be submitted through the Palisis support ticket so we can upload it to the official channels.
How long does it take to get a result?
While we submit your evidence quickly, banks can take 60 to 90 days to make a final decision. We will notify you as soon as we receive the final verdict.
What is the best evidence to provide?
The "Golden Rule" is proof of service. A manifest showing the customer checked in, a photo of a signed ticket, or an email exchange where the customer confirms they enjoyed the tour are all excellent pieces of evidence!
How can I know the status of a dispute?
You can track the status directly through the Palisis Support Ticket we opened for the dispute. Our team will update the ticket at each major milestone:
- When we request documentation from you.
- When we have successfully submitted your evidence to the bank.
- When the bank provides a final "Won" or "Lost" verdict.
If you need a quick update in between, just leave a comment on that specific ticket!