Handling Card Disputes

While receiving card disputes from account holders is uncommon, please read the information below to learn how the best way to resolve a dispute.

Navigate to Transactions > Disputes on the card payments dashboard to view disputes.

Please note: If you receive a dispute, do not refund the cardholder. Due to the dispute, the cardholder has already been credited and a conditional debit was made to your balance within the card payments dashboard. The conditional debit will be deducted from the next settlement after the dispute occurs.

Refund handling depends on the merchant’s configured Finix pending-refund strategy. Under the seven-day delayed-adjustment strategy, insufficiently funded refunds can remain pending for up to seven days before Finix debits the merchant’s bank account. Confirm the strategy configured for your institution with Glide.

The final decision on the dispute is held by the Issuing Bank and not Finix or Glide.  Providing as much irrefutable evidence as possible will increase your chances of resolving the dispute favorably.

Here are the options on how to respond to the dispute:

Option 1: Respond to the dispute by submitting compelling evidence that proves the legitimacy of the transaction.

How To Submit Evidence: Click on the dispute. Under Needs Response/Submit Evidence for this Dispute, please upload or drag and drop the evidence and a rebuttal letter or text. An example rebuttal letter is attached below. Please enter this in the field marked "Explanation." Click on Submit to complete the process.

It is recommended to also attach a photo of the transaction history stating there was a deposit for the amount, a signature card, and a screenshot of their results from Plaid IDV. You should also include evidence of the AVS and CVV match. Please note that once evidence is uploaded, it cannot be removed.

The best way to resolve a dispute in your favor is to reach out to the account holder directly to have them withdraw the dispute. Respond to the dispute by submitting evidence regardless of if the account holder agrees to withdraw the dispute.

Option 2: You can choose to assume responsibility for the dispute. Should this be the case, please click on Accept Liability in the Needs Response section. Adding text in the Note field is optional. Click on Accept Liability.

Lastly, the evidence must be provided before the Respond by Date. If a response is not given, the dispute will expire then close and the disputed amount will be permanently lost for the merchant.