Understand why clients dispute card payments, what happens during a case, and how to review and respond in MoeGo.
A payment dispute starts when a client asks their card issuer—the bank or company that issued their card—to review a charge. The client may not recognize the payment, believe it is incorrect, or disagree with the service they received.
When this happens, you need to identify the payment, understand the claim, and respond before the deadline. MoeGo lets you review the case, submit supporting evidence, and check the result in one place. If you need help, MoeGo Support can guide you through the steps.
In this collection
Use these guides for more detail:
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The disputed amount is withdrawn from the business account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?
A client may question a payment because they:
Do not recognize the charge: The business name on their card statement is unfamiliar.
Believe the amount is incorrect: They did not expect an add-on, deposit, cancellation fee, or membership renewal.
Believe they were charged twice: They may mistake a deposit and final balance for duplicate payments.
Say they did not authorize the payment: They do not recognize or agree to the card charge.
Expected a refund: They believe a refund was agreed but have not received it.
Disagree with the service: They say the grooming, boarding, daycare, or other service was not provided or did not match what was agreed.
Read the reason shown in the case before preparing your response. The records you need will depend on what the client is questioning.
Understand the type of case
A bank may ask for information before a payment becomes a formal chargeback.
Case type | What it means | What you can do in MoeGo |
Inquiry or Request for Information | The bank is asking for details about a payment. This stage does not itself withdraw the disputed payment amount. | Select Respond and provide the requested information. There is no acceptance option at this stage. |
Formal dispute or chargeback | The payment is being formally challenged, and the disputed amount is withdrawn through the payment process. | When the case needs a response, you can accept the claim or respond with evidence. |
An inquiry can later become a formal dispute. If the case changes, check its new status, deadline, and available actions.
How disputes work in MoeGo
Stage 1: Client initiates a dispute
The client contacts their card issuer to question a charge, which starts the dispute process.
Stage 2: Find the case
You can find disputes on Web in either of these places:
From a notification: Select Notifications > Pending Review, then select the Payment disputed alert to open the dispute list.
From transaction history: Select Payment > Card processing > Transaction activity > Dispute, then select View details beside the case.
You’ll also receive a push notification on your mobile device.
Tap it to go directly to the dispute details page.
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.
Check the disputed amount, reason, and response deadline. Select View receipt to identify the original payment.
A deposit and final balance may belong to the same appointment but be separate payments. Make sure you review the charge named in the dispute.
For access requirements, filters, and Business App viewing instructions, see How to view and track disputes 👈
Stage 3: Choose how to respond
For a formal dispute, choose the action that fits your case:
Your choice | What it means |
Accept the claim | You agree with the claim or decide not to challenge it. You give up the disputed amount. |
Respond with evidence | You want the bank to review your explanation and records supporting the payment. |
While you are in full control of evidence collection and submission, MoeGo do not control the dispute outcome or the issuing bank’s decision.
For an inquiry or Request for Information, use Respond to provide the requested details.
⚠️ Important: Accepting a dispute is not a way to dismiss an alert. Treat acceptance as final. It does not create a separate refund or cancel a membership.
Stage 4: Prepare and submit your evidence
Explain what the payment covered and address the client’s claim. Depending on the case, useful records may include:
The payment receipt.
A signed agreement or accepted policy.
Appointment, stay, or service records.
Relevant client messages.
Refund confirmation, if a refund was already issued.
Complete the fields shown in the response form and check its file requirements. Review your explanation and attachments before submitting.
⚠️ Important: Opening a case, uploading a file, or saving a draft does not submit your response. Complete the final submission before the displayed deadline.
Follow How to prepare and submit dispute evidence for the full instructions.
Stage 5: Check the result
An Evidence submitted status means your response has been sent for review. It does not mean you have won.
The bank reviews the case and decides the outcome. The review can take months, and the timing varies by case. MoeGo cannot guarantee the result or a decision date.
Check the dispute page for updates. Outcome changes do not currently trigger a notification.
If the status or related payout is unclear, see How to view and track disputes or contact Support.
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 |
What happens to the payment and fees?
A formal chargeback withdraws the disputed amount and can affect your payout. The disputed amount and any dispute fee are separate.
The original invoice can still show as paid because the dispute is recorded separately from the original payment. Check the dispute page for the case status and your payout records for withdrawals or returned funds.
Your payment agreement determines how dispute fees apply to your business. See How dispute amounts and fees work
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⚠️ Important: Contact Support before issuing another refund for a payment that is already disputed. A separate refund could return money twice.
Keep the records you may need
Clear records help you explain the payment and respond to the claim.
Keep receipts, accepted policies, agreements, service records, and relevant messages.
Keep the client profile and related records while the case is open.
Record the response deadline and arrange for someone to check the case.
Continue following the case even if the client says they will withdraw it. A promise to withdraw does not confirm that the bank has closed the case.
For everyday practices that can reduce confusion about charges, see How to reduce payment disputes 👈
Need help?
Contact MoeGo Support through in-app support or email support@moego.pet. We can help you find a case, understand the response steps, or check a problem with your submission.
Include your business location, the payment date and amount, the case deadline, and a description of the problem. If the deadline is close or missing, let us know when you contact us.
If MoeGo Support was already helping with the case, check with us about what has been submitted before sending another response.
For common questions and fixes, see Disputes FAQ and Dispute troubleshooting.
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