Disputes occur when a cardholder challenges a payment through their bank or card issuer.
When To Use This
Use this page when your team needs to understand why a payment is disputed and what information to gather.
Notes
Dispute timelines and evidence requirements are controlled by payment networks and processors. Contact CharityStack support when a payment is disputed so your team can confirm the right next step and provide any needed information.
Do not treat a dispute like a normal refund request. A disputed payment may have a separate process, timeline, and evidence requirements.
What To Gather
Payment ID and contact information.
Form, event, or campaign context.
Receipt or confirmation details.
Any written communication with the contact.
Refund or cancellation policy that applied at the time.
Avoid issuing a refund on a disputed payment unless CharityStack support or the payment processor confirms that it is the right next step.
Use the payment detail view to collect IDs and context before contacting support.