What is the process of a dispute?

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In case where one of your customers initiates a dispute process with their bank or credit card company, will be instantly notified, via e-mail and through our self-care environment, for all necessary actions (documentation submission etc.). A member of our staff may also call you to provide further information if needed.

The transaction amount in dispute is reserved from your Viva Payments Wallet available balance.

All the supporting documentation is submitted to the card issuer in order to process the dispute. If the dispute is resolved in your favor, the reserved amount gets released. If the dispute is resolved in the customer’s favor, the reserved amount is refunded to the customer. A fee is imposed for every dispute resolved in the customer’s favor.