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 of S$20 from the merchant and will reach out to the merchant to submit evidence to make their case that the payment was valid.
If the dispute is found in your favor, the disputed payment amount is returned back to you. If a dispute is upheld, the card issuer’s decision is final and the cardholder’s payment remains refunded.