A dispute (also known as a chargeback) occurs when a cardholder (customer) questions your payment with their card issuer (usually customer's bank). The card issuer creates a formal dispute which immediately reverses the payment. The original payment amount, along with a separate dispute fee levied by the card network, is deducted from HitPay.
As part of the dispute resolution process, HitPay will deduct the original payment amount + admin fee.
If the dispute is found in your favor, the disputed payment amount and admin fee is returned back to you. If a dispute is upheld, the card issuer’s decision is final and the cardholder’s payment remains refunded.
To challenge a card dispute, kindly send an email to firstname.lastname@example.org with the following header
[Dispute Response: (Business Name)]
And provide supporting documents or evidence appropriate to the dispute category.
For assistance in preparing a challenge to a dispute, you may refer to the guidance on this page: https://stripe.com/docs/disputes/categories#dispute-category-types