Disputes
Learn how to handle chargebacks and disputes filed by cardholders against your transactions.
What is a Dispute?
A dispute (chargeback) occurs when a cardholder contacts their bank to challenge a charge. The bank reverses the charge and notifies HL Hunt to collect evidence from you.
Common reasons for disputes include unauthorized transactions, product not received, and product not as described.
Dispute Lifecycle
| State | Description |
|---|---|
| OPENED | Dispute has been filed. Funds are held. |
| UNDER_REVIEW | Evidence submitted, awaiting decision. |
| WON | Dispute resolved in your favor. Funds returned. |
| LOST | Dispute resolved in buyer's favor. Funds deducted. |
Responding to Disputes
- You'll receive a
dispute.openedwebhook notification. - Navigate to the dispute in your Dashboard under Transactions.
- Review the dispute reason and gather evidence.
- Submit evidence (receipts, shipping proof, communication logs) before the deadline.
- Wait for the bank's decision (typically 60-90 days).
Preventing Disputes
- Use clear billing descriptors so buyers recognize charges.
- Provide tracking numbers for shipped goods.
- Respond to customer inquiries promptly.
- Offer refunds proactively when appropriate.
- Use 3D Secure (3DS) to shift liability for fraudulent transactions.