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What is a chargeback?

A chargeback (often called a dispute) occurs when a cardholder contacts their bank to reverse a charge. The bank pulls the funds back from your merchant account while the claim is investigated. Chargebacks are a normal part of card processing. The key is keeping your rate low and responding quickly when one comes in.

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Seeing chargebacks in the dashboard

In the Dime Payments dashboard, chargebacks appear under Reports > Chargebacks & returns.
This screen is a read-only report. It shows the chargebacks filed against your account and their current representment state. Evidence is not uploaded here.
Each row exposes these fields:

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Responding to a chargeback

The dashboard does not offer a self-service evidence-upload or response flow. The Chargebacks & returns report is read-only. There is no screen anywhere in the app where you submit a representment.
Representment is rep-assisted, and the process is set out in your merchant agreement. When you want to contest a chargeback:
  1. Email help@dimepayments.com with your documentation. Per the merchant agreement, you must provide all pertinent and requested information in writing. Failure to provide the necessary information can result in the representment being denied.
  2. Include your supporting evidence, such as:
    • A signed receipt or authorization record
    • Proof of delivery or service completion
    • Customer communication confirming the purchase
    • Any refund policy the customer agreed to
  3. Watch the clock. The days_to_represent value on the chargeback report is your window. Once it closes, the case can no longer be contested, so reach out as soon as a chargeback lands rather than waiting.
Your Dime Payments team handles the submission to the processor from there. You track the outcome through the representment_status and result fields on the Chargebacks & returns report.
The chargeback alert emails you receive both point to the same channel: help@dimepayments.com. That inbox, not an in-app button, is the way to start a representment.

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Getting notified

A Credit Card Chargeback webhook fires when a chargeback is filed against a card transaction. Subscribe to it to catch chargebacks as they come in rather than checking the report manually. See Webhooks to set it up.
There is no separate “chargeback resolved” webhook. Nothing fires when a case is decided, so check the result field on the Chargebacks & returns report for outcomes.

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Reducing chargebacks

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

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Next steps

  • Webhooks — get notified when a chargeback is filed
  • Payouts — understand how funds move and settle
  • API Reference — full endpoint documentation