The cardholder informed us they cancelled the dispute. Why is this not reflected in the Customer Area?

If the status of the payment is Chargeback, it means that although the cardholder has informed their bank to cancel the dispute, they did not initiate the reversal of the chargeback.

The funds are still with the cardholder and they should contact their bank to reverse the dispute. 

If it is reversed accordingly, the status should change to Chargeback reversed.

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