Challenge a dispute when you have relevant evidence supporting a response. Accepting may be appropriate when the claim is valid, the evidence is insufficient or the cost of further work exceeds the value you expect to recover.
Questions for the case owner
- Which part of the claim can the source records actually answer?
- Is there evidence that contradicts the merchant’s account?
- Has a refund already been processed or promised?
- What future fees and work would a challenge require?
- Is there enough time to prepare a complete response?
Use the processor’s resolution process
Confirm the available actions in the live case. Do not issue a separate refund during an active dispute without checking the processor’s instructions; duplicate credits can complicate reconciliation.
Record the decision
Save the reason for accepting or challenging, who approved it and the resulting case status. Use a consistent review process so an acceptance is a recorded decision rather than a missed deadline.