What is the process of a dispute?

Follow

In the event that a customer disputes a transaction, the business will be notified by email, as well via the account management interface, regarding the necessary actions (submission of supporting documents, etc.).
The disputed transaction amount is held back from the available balance of the Viva Wallet account until the dispute is resolved.
In the event that the transaction dispute is resolved in favour of the merchant, the amount withheld is repaid in full.
If the transaction dispute is resolved in favour of the customer, the business is subject to an additional charge of €20.