A dispute is a cardholder’s request for their bank to review a payment. You can review the case and respond directly in MoeGo.
These answers cover common questions about deciding what to do, working with the client, and getting help.
Q: Will MoeGo still help me?
A: Yes. You can submit evidence directly in MoeGo, and Support can walk you through the steps if you get stuck. If something is not working or your case needs a closer look, contact us through in-app support or support@moego.pet.
Q: Will MoeGo submit a response automatically?
A: For self-service cases, review the claim and submit your response in MoeGo. Do not assume that opening the case, uploading a file, or saving a draft sends the evidence. If Support was already helping with a case, check with us about what has been submitted before taking another action.
Q: Should I accept the dispute or respond?
A: Accept a formal dispute if you agree with the claim or decide not to challenge it. Respond if you want the bank to review your explanation and supporting records. Read How to prepare and submit dispute evidence for the differences and the steps. The choice depends on your case; a signed agreement does not guarantee a win.
Q: Why can I only select Respond?
A: An inquiry or Request for Information asks for payment details before a formal chargeback. MoeGo offers Respond for these stages. Accept is available for formal disputes that need a response.
Q: The client says they will withdraw the dispute. Do I still need to respond?
A: Yes, while the case still needs a response. Ask the client for written confirmation and include it with your evidence. Submit before the displayed deadline. A promise to withdraw does not confirm that the bank has closed the case.
Q: I already refunded the payment. What should I do?
A: Keep the refund confirmation, date, and amount. Include them in your response if evidence is still requested. Contact Support to check the payment and dispute before issuing another refund.
Q: Can I refund the payment instead of responding?
A: For an open formal dispute, use the available Accept or Respond action rather than trying to resolve it with a separate refund. A Stripe inquiry can be resolved by a full refund, but a partial refund may not close it. An Adyen Request for Information has different rules. Contact Support before refunding a payment that already has a case.
Q: Does accepting the dispute cancel the appointment or membership?
A: No. Accepting the claim concedes the disputed payment. It does not create a separate refund or cancel a membership. If a membership changed after a disputed renewal, contact Support so we can check the billing setup.
Q: Can I add more evidence after submitting?
A: You cannot edit or resubmit evidence through the same response stage after final submission. Review all files and the explanation first. If an inquiry later becomes a formal dispute, the new stage can require another response. For a mistake in a submitted response, contact Support; changes are not guaranteed.
Q: Does Save draft send my evidence to the bank?
A: No. When the draft option is available, Save draft keeps your work so you can return to it. You still need to submit the response before the deadline.
Q: Can I respond from the Business App?
A: Use MoeGo on Web for the response steps in How to prepare and submit dispute evidence. The Business App lets you view dispute history and case details.
Q: What happens if I miss the deadline?
A: The bank can decide the case without your evidence, and the response option may no longer be available. Contact Support promptly to check the case. We cannot promise an extension or reopening.
Q: How long does the bank take to decide?
A: The review can take months and varies by case. Check the dispute page for updates. MoeGo cannot promise a decision date or guarantee the result.
Q: Will I get a notification when the result changes?
A: Outcome changes do not trigger a notification for now. Check the dispute page to follow the result. See How to view and track disputes.
Q: Can MoeGo cancel the dispute or make the bank reverse its decision?
A: MoeGo cannot decide the outcome or guarantee that a decision can be reversed. Support can help explain the case and check whether any further action is available for its stage.
Q: Why did a Won dispute change to Lost?
A: For business outside of the US, a payments with a reversed chargeback can appear as Won before a later second chargeback changes it to Lost. The funds can be withdrawn again. That later stage does not open another evidence submission in MoeGo. Contact Support for help understanding the change.
Q: Why is the disputed amount different from my receipt?
A: The client may have disputed only part of a payment, or you may be comparing it with a different charge for the same appointment. Match the case to the exact payment and currency. If it still does not match, contact Support rather than guessing the reason.
Q: Do I pay a fee if I win?
A: The disputed amount and the dispute fee are separate. Winning does not automatically waive or refund a fee. MoeGo covers dispute fees for standard pricing; custom pricing follows your payment agreement. See How dispute amounts and fees work.
Q: Can I charge the client again to recover the money?
A: Do not charge the same card again just to replace a disputed payment. That can create another disputed charge. Contact Support to understand the case before taking another payment.
Q: The client has disputed several payments. Can I respond to them together?
A: Review each case separately. Each disputed payment can have its own reason and deadline, and MoeGo does not offer a single client-level response for all cases. Keep the records that apply to each payment.
Q: Should I delete the client profile?
A: Keep the profile and related records while the case is open. They may contain the agreements, photos, and messages needed for evidence. If records were already deleted, see Dispute troubleshooting.