We suggest that first of all you try to contact the customer:
Often direct communication with the customer is sufficient to resolve the dispute immediately.
Communication is advisable in order to ascertain the exact reasons behind the dispute and to remind your customer of the transaction.
If the dispute has resulted from a misunderstanding, the cardholder can settle the dispute directly by contacting their bank and submitting the appropriate application to withdraw their complaint.
Next you will need to provide written evidence in support of your position.
In cases where you doubt or believe that the transaction should not have been disputed, you can support your position by providing as much information as possible.
Viva Payments will guide you through the proper procedure for submission of supporting documents, which will then be forwarded to the Bank and we will notify you of the final outcome.
If you acknowledge that the transaction was correctly disputed, you do not need to take any further action other than to notify us of your acknowledgement, via the account management interface, and the amount will be refunded to your customer.
Please be aware that in cases of dispute, it is not possible for you to refund the amount to the customer directly.