If you use Cratejoy Payments, the Payments portal shows payment disputes filed by a buyer’s bank and the deadline for responding. This guide explains how to review a dispute and submit evidence.
If you do not use Cratejoy Payments, read Chargebacks and Your Store.
What Is a Chargeback?
A chargeback is a payment reversal initiated through a buyer’s bank or card issuer. The dispute portal shows the reason, amount, order, current status, and Respond By deadline.
Cratejoy may hold the disputed order amount and the applicable dispute fee while the bank reviews the case. If the dispute is won, eligible held funds are returned. If it is lost, the disputed amount and applicable fee are not returned.
How to Respond
- Open Payments → Disputes in the Merchant Portal.
- Find the dispute and select View dispute.
- Review the dispute reason and the Respond By deadline. Submit your evidence before this date.
- Add a clear explanation of why the order is valid.
- Upload supporting images or PDF files. The portal accepts up to the attachment limit shown on the page.
- Review your evidence, then select Submit Evidence. A submission cannot be edited after it is sent.
Evidence to Include
Use evidence that directly addresses the dispute reason. Helpful records can include:
- Tracking number, carrier, delivery date, and delivery confirmation
- Signature confirmation, when available
- The shipping address associated with the order
- Order, subscription, cancellation, or refund records
- Buyer messages showing the order was expected, received, or resolved
- Your applicable refund, cancellation, or fulfillment policy
Do not create evidence that does not exist. If the buyer never contacted you, submit the objective order and delivery records you have.
What Happens Next?
After submission, the portal displays Evidence Submitted and may provide a support reference number. Cratejoy reviews the submission and sends the evidence through the applicable payment-dispute process. We will notify you when the bank returns a result.
If the dispute does not offer a View dispute or Submit Evidence option, contact Cratejoy Support before the Respond By deadline and attach the evidence to your ticket.