A dispute can affect the money from a payment without changing the original invoice. The disputed payment amount and the dispute fee are separate.
Use this guide to understand what each amount means, what to check in your records, and when to ask for help with a payout or fee.
How It Works
Amount | What it means |
Disputed amount | The payment amount the cardholder is challenging. It can be all or part of the original payment. |
Dispute fee | A separate fee associated with handling the dispute. Your payment agreement determines whether your business pays it. |
Returned funds | Disputed funds credited back after a favorable result. This is separate from whether a fee is returned. |
An inquiry or Request for Information asks for payment information before a formal chargeback. That stage does not itself withdraw the disputed payment amount. A formal chargeback removes the disputed amount through the payment processor’s process.
Who pays the dispute fee?
Pricing arrangement | Dispute fee handling |
Standard pricing | MoeGo covers the dispute fee. |
Custom pricing | Your business pays the dispute fee specified in your payment agreement. |
Winning a dispute does not automatically waive or refund a dispute fee. If you need the amount for your business, check your payment agreement or contact Support with the case details.
📝 Note: Other currencies and special card-network cases can have different fees. Contact Support before responding to a case that refers to a network rule violation or additional fees.
What happens to the disputed funds?
Situation | What to expect |
A formal chargeback is processed | The disputed amount is withdrawn from your payment balance or account through the processor. This can affect a payout. |
You accept the claim or lose the dispute | You do not recover the disputed amount through that response. |
You win the dispute | Check for the return of disputed funds in your payment and payout records. The return may appear in a different payout from the original withdrawal. |
An Adyen case changes from Won to Lost after a second chargeback | The funds can be withdrawn again. Contact Support if you need help matching the change to your payout. |
A status change and the movement of funds are separate events. Do not use the status alone to calculate the amount deposited into your bank account.
Why does the invoice still show paid?
The original payment was completed before the dispute. A chargeback does not reopen the invoice, mark it unpaid, or create a normal refund entry. If funds are returned after a win, MoeGo does not rewrite the original invoice.
Record | What it tells you |
Invoice and receipt | What was charged and paid for the appointment, stay, or membership. |
Client payment history | The original successful payment and any actual refund recorded in MoeGo. |
Dispute page | The separate case, including its amount, reason, deadline, and status. |
Payout records | Withdrawals or credits that affect money paid out to your business. |
Match a dispute to your payout
Open the dispute details: Note the disputed amount, currency, and original payment.
Open the original receipt: Check whether the case concerns a deposit, balance, fee, or renewal.
Review the related payout records: Look for the withdrawal and any later return of funds.
Check the fee separately: Compare any fee with your payment agreement.
Contact Support if the amounts do not match: Share the case details, payment date, and payout dates.
If you use an accounting integration, compare its entries with the actual payout records. A Won status alone does not confirm that the accounting entry has synced. Contact Support if a movement is missing.
If the payment was already refunded
A refund and a dispute can relate to the same payment. Keep the refund confirmation, amount, and date. Include them in your response if the case still needs evidence.
⚠️ Important: Contact Support before issuing another refund for a disputed payment. A second refund can return money twice.
For evidence steps, see How to prepare and submit dispute evidence. For a mismatch you cannot resolve, see Dispute troubleshooting.