With disputes in MoeGo Pay, you can review the client’s claim and submit supporting records directly in MoeGo. The bank reviews your response and decides the outcome.
Prepare the evidence for the specific payment and dispute reason, then review everything before submitting. If you get stuck, MoeGo Support can help you through the steps.
📝 Note: These steps are for MoeGo Pay disputes on Web. The available fields and file rules may vary depend on your payment processor. If you cannot open the case or select a response action, contact Support.
1. Review the claim and deadline
Select Payment > Card processing > Transaction activity > Dispute.
Select View details: Open the case you want to respond to.
Select View receipt: Match the disputed charge to its receipt.
Review the reason and response deadline: Note what the client is questioning and when the response is due.
A deposit and final balance can belong to the same appointment but be separate payments. Use the receipt for the charge named in the dispute. See How to view and track disputes if you need help finding the case.
2. Choose whether to accept or respond
Option | When to use it | What happens |
Accept a formal dispute | You agree with the claim or decide not to challenge it. | You give up the disputed amount. Accepting the claim does not create a separate refund or cancel a membership. |
Respond to a formal dispute | You want to explain why the payment is valid and have records to support your explanation. | You submit evidence for the bank to review. Submission does not guarantee a favorable outcome. |
Respond to an inquiry or Request for Information | The bank has requested information before a formal chargeback. | You provide the requested records. MoeGo does not offer Accept for this stage. |
⚠️ Important: Treat acceptance as final. Do not select Accept just to dismiss an alert. If you are unsure which option fits your case, contact Support before confirming.
If you choose to accept, select the acceptance action on the case and read the confirmation before proceeding. If you choose to respond, continue below.
3. Choose evidence that answers the reason
Use the exact reason shown in the case. Include records that explain the payment and address the client’s claim. The examples below are suggestions; submit only records that apply to your case.
What the client is questioning | Useful evidence |
Authorization: “I did not authorize this payment.” | Records connecting the cardholder to the booking and payment, accepted agreements, relevant messages, the receipt, and service records. Include payment authorization records if available. |
Unrecognized charge or incorrect amount | The receipt, agreed price, approved add-ons or fees, booking confirmation, and messages explaining the charge. |
Duplicate payment | Separate receipts and an explanation of what each payment covered. For a deposit and balance, show the total service price and how the two payments add up. |
Refund not received | The refund date, amount, and confirmation if a refund was issued. Include the applicable refund policy and messages about what was agreed. |
Service not received or unacceptable | Service dates, check-in/out records, care notes, relevant photos, and messages about the service or agreed changes. For a no-show fee, explain the fee and provide the accepted cancellation or no-show policy. |
Canceled membership or subscription | The recurring-billing agreement, renewal date, cancellation request and response, relevant notices, and records of services used during the disputed period. |
Incorrect currency | The receipt and records showing the amount and currency agreed before payment. Include related client messages. |
General or unclear reason | The receipt, relevant agreement, service records, and messages that explain the payment. Contact Support if the request is unclear or refers to a card-network rule violation. |
For a cancellation or no-show fee, state that the charge was a fee. Do not describe a service as completed if it did not take place. Include the booking and cancellation timeline when it helps explain why the fee applied.
4. Find your records
Record | Where to look |
Signed agreements | Agreements > Signed Record. Use the agreement version accepted for the booking or membership. |
Payment receipt | The disputed case’s View receipt link or the original payment record. |
Appointment or stay details | The appointment or reservation, including service dates, check-in/out records, care notes, and relevant photos. |
Client messages | The client’s message history in MoeGo, plus relevant email or messages you keep outside MoeGo. |
Payment signature | Ask Support whether a signature is available for that payment. It is not a guaranteed download from the receipt or invoice. |
Keep the client profile and related records while the dispute is open. If something has already been deleted, see Dispute troubleshooting.
5. Write a clear explanation
Start with what the charge covered: a service, deposit, cancellation fee, or renewal.
Use dates, amounts, and a short timeline.
Explain how each attached record supports your response.
Keep the explanation factual. Do not guess the client’s motive or include claims your records cannot support.
Example — a deposit and balance: “The $30 payment on May 3 was a deposit for the May 10 grooming appointment. The total service price was $90. The remaining $60 was paid on May 10. The attached receipts show both payments and the total.”
This is an example only. Replace the details with your own records. A signed agreement or clear explanation can support your response, but it does not guarantee a win.
6. Prepare the files
File rule | Stripe | Adyen |
Accepted formats | PDF, JPEG, PNG | PDF, JPEG/JPG, TIFF |
Maximum file size | 5 MB per file | 2 MB for PDF; 10 MB for JPEG/JPG or TIFF |
Combining documents | One file per evidence type. Combine related pages into one PDF. | Follow the document types and limits requested for the case. Card-network rules may add limits. |
Saving before submission | Select Save draft to save the entered evidence and uploaded files. | Save draft is not available. Prepare your records before starting the response. |
Use clear, readable scans or screenshots.
Keep the dates, amounts, and relevant terms visible.
Attach the actual files. Do not rely on links to online documents as evidence.
Check that every file belongs to the disputed payment.
7. Submit the response
Select Respond: Open the response form for the case.
Enter your explanation: Complete the fields shown for the dispute reason.
Upload the supporting files: Match each file to the requested evidence type.
Review the complete response: Check the explanation, payment details, and attachments.
Select the final submission action: Complete the confirmation shown for your case.
Check for Evidence submitted: Confirm the success message before leaving the case.
⚠️ Important: Review everything before final submission. You cannot edit or resubmit evidence through the same response stage after it has been submitted. For Adyen, uploading a file alone does not submit your response.
When the draft button is available, select Save draft if you need to return later. A saved draft is not a submitted response. Submit it before the case deadline.
If submission fails, times out, or leaves you unsure whether it succeeded, contact Support before trying again. Support can check whether the payment processor received it. See Dispute troubleshooting.
8. Follow the outcome
Return to the dispute page to check the status. The bank’s review can take months, and this release does not send outcome-change notifications. See How to view and track disputes for the case stages.
Keep your own copy of the explanation and files. MoeGo does not provide a complete viewer for all previously submitted evidence. If you need earlier files, contact Support.
If the client says they have withdrawn the dispute, keep responding by the deadline while the case still needs a response. Include any written withdrawal confirmation with your evidence.