Payment disputes happen when a client questions a charge and asks their card issuer to reverse the transaction.
While disputes can be time-consuming, MoeGo Pay is here to support you every step of the way.
This guide explains:
What payment disputes are and why they happen
How MoeGo Pay supports you through the dispute process
How to track, manage, and respond to disputes effectively
With MoeGo Pay, you can handle disputes with confidence while protecting your business and staying focused on your clients.
Understanding Payment Disputes
What is a dispute?
A payment dispute, also known as a chargeback, occurs when a client contacts their card issuer to question a charge.
When a dispute is initiated:
The card issuer temporarily reverses the payment
The disputed amount is withdrawn from the business account
A formal review process begins through the card network
Key terms explained:
Card issuer
A financial institution (such as a bank or credit union) that provides credit or debit cards to consumers.
Examples include Visa-issuing banks, Mastercard-issuing banks, or American Express.Card network
The network that processes transactions for a card brand.
Visa and Mastercard operate through networks connected to issuing banks, while American Express acts as both issuer and network.
Why do disputes happen?
Disputes typically occur when a client:
Does not recognize a charge on their statement
Is dissatisfied with a service or product
Common dispute reasons include:
Credit not processed – A refund or discount was expected but not received
Duplicate charge – The same service or product was charged more than once
Fraudulent charge – The cardholder claims they did not authorize the payment
Product not received – The service or product was not delivered
Product unacceptable – The service or product was defective or not as described
How to Reduce Disputes
Reducing disputes helps protect your revenue and maintain customer trust. Here are best practices to minimize disputes:
Provide clear service descriptions
Make sure your services and pricing match what clients expect.Communicate proactively
Address client concerns early and document all communication.Obtain client authorization
Use signed agreements, booking confirmations, or receipts to confirm approval.Be transparent with policies
Clearly communicate refund, cancellation, and service policies upfront.Use recognizable billing descriptors
Ensure your business name appears clearly on client card statements.Keep thorough records
Save receipts, agreements, invoices, and client communications in case evidence is needed.
The Dispute Process
Stage 1: Client initiates a dispute
The client contacts their card issuer to question a charge, which starts the dispute process.
Stage 2: MoeGo notifies your business
MoeGo Pay alerts you as soon as a dispute occurs.
Learn more in Dispute Notifications and Dispute Status.
Stage 3: MoeGo submits evidence
Our payments team helps collect and submit evidence to support your case, including:
Service details
Receipts and signed agreements
Client communication history
You can submit evidence by:
Clicking Contact Support in the dispute tooltips
Emailing support@moego.pet
Reaching our 24/7 customer support team
While MoeGo assists with evidence collection and submission, we do not control the dispute outcome or the issuing bank’s decision.
Stage 4: Card issuer reviews and decides
Card networks define the dispute rules, but the card issuer makes the final decision.
Important notes:
Review typically takes 1–2 months
The decision is final and cannot be appealed
Issuers do not provide detailed explanations for their decisions
Possible outcomes:
Business wins – Funds are returned to your account
Business loses – Funds remain with the client
Even if a dispute is lost, you may still resolve the issue directly with the client and request they withdraw the dispute. Availability depends on the card issuer.
Dispute Notifications
💻 Desktop notifications
When a dispute occurs, you’ll see a notification under Notifications (Bell Icon) > Activity.
You can:
Click the notification to open the Dispute Page
Click Dismiss to mark it as read
📱 Mobile app notifications
You’ll also receive a push notification on your mobile device.
Tap it to go directly to the dispute details page.
🔴 Transaction indicators
A red dot on a transaction indicates there is an active dispute.
Opening dispute details on web or mobile will automatically mark notifications as read across all devices.
Navigation paths
Web: Payment Settings → MoeGo Pay → Disputes
Mobile: Settings → MoeGo Pay → Transaction History → Disputes
Dispute Status
MoeGo Pay provides clear status updates so you always know where a dispute stands.
Status | Definition |
 | A dispute has occurred and our team is collecting evidence |
 | Evidence has been uploaded and is awaiting bank review |
 | The bank ruled in your favor and funds will be returned |
 | The bank ruled in favor of the cardholder |
 | A preliminary inquiry is being reviewed |
 | Inquiry evidence has been submitted to the bank |
 | The inquiry was closed and did not escalate to a dispute |
Frequently Asked Questions
What is an inquiry?
An inquiry is a preliminary request for transaction details before a formal dispute. Resolving an inquiry early can prevent a chargeback.
Why did I lose a dispute?
Card issuers make dispute decisions independently. MoeGo does not receive detailed reasoning from issuers.
What can I do if I lose a dispute?
You can still work directly with the client to resolve the issue. Some issuers allow disputes to be withdrawn after resolution.
How can I reduce future disputes?
Communicate clearly, use accurate billing descriptors, and maintain detailed transaction records.
What should I do if a client complains?
Respond quickly, explain charges clearly, and offer solutions such as refunds or adjustments when appropriate.