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.
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.