How do you handle customer disputes and chargebacks?

Mondu has a structured process for handling customer disputes:

1. Dispute initiation: When a buyer raises a dispute via the Mondu Buyer Portal, it becomes visible on your Merchant Portal, and you receive a notification via email.
2. Response timeline: You have 21 days to respond to the dispute. If you fail to respond within this timeframe, the dispute will automatically be resolved in the buyer’s favor.
3. Dispute resolution options:
   1. Accept the dispute: If you agree the dispute is valid, you can accept it. The disputed amount will be netted against your upcoming payouts.
   2. Contest the dispute: If you disagree with the buyer’s claim, you can contest it by providing evidence and reasoning. You’ll need to choose a reason from a dropdown list, upload supporting documents, and add a detailed explanation.
4. Final decision: Mondu’s Buyer Operations team makes the final decision based on the evidence provided by both you and the buyer. Their decision determines whether you won or lost the dispute.

The dispute management system allows you to view all disputes, filter them by status (Active, Needs response, Discarded, Resolved, Withdrawn), and track response deadlines.