Disputes

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What is a dispute?

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How disputes work

1. Cardholder files a dispute with their bank
2. Dime Payments is notified and a dispute.opened webhook fires to your endpoint
3. Funds are held — the disputed amount is debited from your merchant account
4. You have a response window — typically 7 to 10 business days to submit evidence
5. The bank reviews the evidence and makes a final decision
6. Funds are returned or forfeited based on the outcome

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Responding to a dispute

• A signed receipt or authorization record
• Proof of delivery or service completion
• Customer communication confirming the purchase
• IP address and device data from the transaction
• Refund policy the customer agreed to

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Dispute fees

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Reducing disputes

• Use clear billing descriptors — make sure your business name on card statements is recognizable
• Respond to customer complaints quickly — a refund is always cheaper than a chargeback
• Use AVS and CVV verification on card-present and card-not-present transactions
• Send receipts — email confirmation reduces “I don’t recognize this charge” disputes
• Honor refund requests promptly — a customer who can’t get a refund will call their bank

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Dispute statuses

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Webhook events

{
  "event": "dispute.opened",
  "data": {
    "dispute_id": "disp_abc123",
    "transaction_info_id": "9876543210",
    "amount": "49.99",
    "reason": "unrecognized_charge",
    "due_by": "2026-02-01"
  }
}

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Next steps

• Webhooks — set up real-time event notifications
• Payouts — understand how funds are deposited
• API Reference — full endpoint documentation