If my customer raises disputes for credit card transactions, are there fees involved? What is the process?

For disputes or chargeback concerns raised by your customers, the disputed transaction amount will be deducted from your weekly payout while the investigation is ongoing. Further, there is a Php 1,000 dispute fee, which will be deducted from your payout upon dispute resolution, regardless of the result of the investigation.

For disputes resolved in your favor, the disputed transaction amount that was withheld will be credited back and included in your next payout schedule. The Php 1,000 dispute fee will be deducted from your payout upon dispute resolution, which you should collect directly from your customer. Kindly note that the discussion on the collection of the dispute fee will be solely between you and your customer.

For disputes resolved in favor of your customer/the cardholder, the disputed transaction amount that was withheld, will be credited back to your customer. The Php 1,000 dispute fee will be deducted from your next payout schedule.