Payment disputes are customer claims challenging transactions through their bank. This guide explains how to manage these disputes in your Squarespace Payments dashboard.

Common Dispute Reasons:

• Fraudulent charges
• Missing refunds
• Duplicate transactions
• Non-delivery of products/services
• Quality issues
• Pre-cancellation subscription charges
• Unrecognized payments

Understanding Chargebacks:

• Disputed funds and $20.00 fee are immediately debited
• Fees are taken from your payout balance
• If insufficient funds exist, connected bank account covers charges
• Inquiries (from American Express and Discover) don't incur immediate fees

Viewing and Managing Disputes:

1. Access Finance panel
2. Click "See Details" next to payment dispute
3. Monitor status: Open, Response submitted, Deadline missed, Won, or Lost
4. Respond within 20-45 days (varies by card brand)

Handling Disputes:

1. Try resolving directly with customer first
2. Choose to accept or challenge the dispute
3. Respond before the deadline to avoid automatic loss

Challenge Evidence Can Include:

• Store refund policy/terms of service
• Refund refusal explanation
• Fulfillment documentation
• Customer communications
• Other relevant proof

To Submit Evidence:

1. Open Finance panel and click Orders
2. Select payment with Open Dispute status
3. Click Start Dispute Response
4. Provide evidence
5. Save draft or submit

Resolution Timeline:

• Bank reviews evidence (60-75 days typically)
• If won, transaction amount returns to your account
• Chargeback fee refund varies by bank

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