When a client questions a card payment with their bank, the case appears separately from the original payment in MoeGo. For an introduction, see MoeGo Pay - Dispute š
Use the dispute list to find the payment, check the response deadline, and follow the case through the bankās review.
š Note: You need Access Payment Settings to view disputes on Web, plus access to the location that owns the payment. See Payment Permissions. If you can view a case but cannot take an action, contact Support.
Find a dispute on Web
Select the business location: Choose the location that took the payment.
Select Payment > Card processing > Transaction activity > Dispute.
Select the date range: Use a wider range if the case is not listed.
Select Status: Filter for cases that need a response or for an outcome you want to check.
Select View details: Open the matching case.
If you use the older Web interface, open Payment Settings > MoeGo Pay > Disputes.
Check the case details
Detail | What to check |
Disputed amount and currency | Match the amount to the payment being questioned. A client may dispute only part of a payment. |
Reason | Read the clientās claim before choosing evidence. A duplicate payment needs a different explanation from a canceled membership. |
Response deadline | Use the deadline shown for this case. Response periods differ between cases. |
Original payment | Select View receipt to check the charge. One appointment may have a deposit, balance payment, or separate fee. |
Available actions | A formal dispute that needs a response can offer Accept or Respond. An inquiry or Request for Information offers Respond only. |
ā ļø Important: If you plan to challenge the claim, submit your response before the displayed deadline. Contact Support promptly if the deadline is missing or unclear.
For the next steps, see How to prepare and submit dispute evidence.
Understand the case status
The wording can vary by payment processor and case stage. Check the available action and deadline as well as the status.
Case stage | What it means | What to do |
Inquiry or Request for Information ā response needed | The bank is asking for more information about a payment. | Provide the requested information before the deadline. |
Inquiry under review or closed | The bank is reviewing the information, or the inquiry has ended. | Check for updates. If it becomes a formal dispute, review the new case stage and respond again when required. |
Formal dispute ā response needed | The payment is being challenged through a chargeback. | Review the claim, then accept it or respond with evidence. |
Evidence submitted or under review | Your response has been submitted for review. | Continue checking the case. This does not mean you have won. |
Won | MoeGo has received a result in your favor. | Check the related payout for the return of disputed funds. |
Lost | The case has ended against your business, or the claim was accepted or left unanswered. | Review the result. Contact Support if you need help understanding the case. |
For non-us business, the payments comes with reversed chargeback appears as Won. A later second chargeback can change it to Lost and remove the funds again. It does not create another evidence submission opportunity in MoeGo.
Check notifications and outcomes
Dispute alerts that need a response also appear in Notifications > Pending Review. Open the case to check the deadline and take action. Reading an alert does not submit a response.
Set your own reminder for the response deadline.
Check the dispute page for updates after submitting evidence. Outcome changes do not trigger a notification in this release.
Allow time for the bankās review. It can take months, and the timing varies by case.
View disputes in the Business App
Tap Settings > MoeGo Pay > Transaction History > Disputes.
Tap the case: Review the available payment and dispute details.
A dispute notification in the Business App opens dispute history. Use MoeGo on Web to follow the response steps in How to prepare and submit dispute evidence.
If a case or result is missing
Check the location, date filter, and staff access first. If the case is still missing, follow Dispute troubleshooting. For differences between the dispute amount, invoice, and payout, see How dispute amounts and fees work.