Managing a Dispute in WePay

Below are the steps that occur when a dispute/chargeback is initiated by the cardholder.

Disputes are initiated from the cardholder's bank. That bank automatically debits the funds from your merchant account to cover the chargeback cost plus a $10.00 fee.

  • You will receive a notification via email that you have received a chargeback. This e-mail will contain pertinent details about the chargeback as well. This information can also be found in your WePay dashboard under "Disputes".
  • You will also receive an email alerting you that there has been a retrieval from your account. If there are not enough funds in your account to cover the chargeback then WePay will initiate a Recovery and pull the funds from your linked bank account. 
  • You can either concede (the chargeback is resolved in favor of the cardholder and the money is not returned to your account), or challenge the chargeback.

Where can I view Disputes in my WePay dashboard?

(these instructions apply to viewing reports as well)

  • Login to your WePay account dashboard.

  • In the top right hand corner, you can toggle from the following Time Periods: (Today, Yesterday, Last 7 Days, or Month to Date).

  • If other time periods are needed, towards the bottom of the Activity Section, you can select the search bar and "search".

  • Please select the search button and it will expand and you'll be able to select a custom date range for these reports.

  • Please note, even with custom reports you can only generate a date range of up to 1 month for reports.

  • In the Showing section, you can toggle from the following options: Total Sales, All Activity, Deposited Amounts, Disputes, Monthly Fee Statement, and Payment Methods.

  • Once you select Disputes and generate the custom date range for the disputes placed against your account, you will see the disputes and will have the option to respond to them.

If you wish to Challenge the chargeback:

Always provide as much evidence as possible for every dispute, even if your customer has told you they are withdrawing the dispute.

  • Once you are notified of a chargeback, you will have 5 business days to submit your evidence. Late submissions of evidence will be evaluated on a case-by-case basis and submitted accordingly.
  • Carefully review the chargeback information, making note of the chargeback type. Different documents are needed based on the chargeback type. Consult this page for information on what documents will need to be submitted.
  • Once you have gathered all the documents, click the "Contest" button within the dispute in your WePay merchant account and upload your documents. Please keep in mind there are size limitations on files, so you may want to submit screenshots, if necessary. 
  • WePay then submits the supporting evidence to the cardholder's bank on your behalf.
    • If the cardholder's bank rules in the cardholder's favor, the funds are not returned to you.
    • If you win the chargeback, the issuing bank will immediately return the disputed funds back to your account. 
    • In both scenarios, WePay will notify you of the credit card network's decision.
    • Due to timelines for card networks and issuing banks, the chargeback can take up to 75-90 days to be resolved.

How to check the status of your chargeback:

  • You can view the status of your chargeback via e-mail notifications and through your merchant account.

Note: Chargebacks can happen several weeks after a transaction. If you have security cameras in-store consider keeping at least 90 days worth of video to be able to submit it as evidence for fraudulent in-store pickup transactions.