When money goes back.
REFUNDING
Through your gateway dashboard, or through your shop platform where the integration supports it.
Record it in your own system so your records match.
REFUND PROMPTLY
A slow refund produces a dispute, which costs more and damages your standing with the gateway.
For low-value items, refunding immediately costs less than the argument.
CHARGEBACKS
A customer disputing a charge with their bank. The gateway asks you for evidence.
WHAT TO KEEP FOR EVERY ORDER
The order record with items, address and timestamps Proof of dispatch, with courier and tracking reference Delivery confirmation Any communication with the customer
Without evidence you lose by default.
REDUCING DISPUTES
Reply quickly to complaints, since most disputes follow a customer feeling ignored Use a recognisable name on the card statement, so customers recognise the charge Confirm unusual orders by phone before dispatch
WHY IT MATTERS BEYOND THE MONEY
Repeated chargebacks damage your gateway standing and can result in higher fees or account closure.
