Trust and safety
Disputes and chargebacks
A chargeback is a card issuer reversing a payment at the cardholder's request. Recovery nets against future payouts. If too many customers dispute payments, a venue can be paused automatically, and Fidella then reviews it.
Disputes are an unavoidable part of taking card payments and worth understanding before one arrives.
Recovery
Chargeback debt is recovered by netting against future payouts.
The risk breaker
A venue whose dispute rate rises can be moved automatically into a risk-suspended state. Fidella reviews it and puts it back to active.
Prevention is mostly communication
A monitored contact address, honest offer descriptions and prompt replies do more than anything else available to you.
Common questions
What if I am not being paid out yet?
Recovery nets against future payouts, so an unconnected venue has no netting source. This is self-limiting, because they are not being paid either, and it is a known gap rather than a hidden one.
How do I reduce disputes?
Describe clearly what a voucher entitles somebody to, set honest expiry terms, and answer customers promptly. Most disputes start as a question nobody answered.
Related terms
- ChargebackA card issuer reversing a payment at the cardholder's request.
- PayoutThe transfer of settled money from Fidella to a merchant's account.
- RefundReturning a paid voucher's value to the original purchaser's card.
- Lifecycle stateWhere a venue sits in its life: pending review, active, suspended, declined.
Still stuck?
Send us the details and we will pick it up. The form opens with "Business account" already selected.