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What a chargeback is, where it is handled, and what Paysana can and cannot do about it.
A dispute — or chargeback — is a buyer asking their bank to reverse a payment. It is worth understanding the shape of this before it happens to you, because the deadlines are short and missing one loses the money automatically.
Buyers pay into your own gateway account — Paysana never holds your money. So a dispute is between you and your provider. We list them on your Disputes page so you find out quickly, but the evidence is submitted in your provider dashboard, on their deadline.
Once, with the amount, the reason the buyer gave and the date you have to respond by. We send it because the window is short and you may not open Paysana that week.
What convinces a bank is boring and specific: proof of delivery, the buyer own messages, your refund policy as it stood on the day, the order and the receipt. Your order page has the address, tracking and timeline; export what you need.
That is the only place it counts. Once the bank decides, the outcome appears on your Disputes page as won or lost.
Join the businesses already using Paysana to collect payments, send invoices and grow.