This feature is available on all Goodshuffle Pro Plans.
When you receive a credit card dispute, you have two options: accepting the dispute or countering the dispute.
Accepting means you agree the client is owed the money. Countering means you submit evidence to the banks to try and recover the funds.
Accepting Disputes
Accepting a dispute means you agree the dispute is valid for the reason given. This isn’t considered an admission of wrongdoing—it simply signals that you’re not contesting the chargeback. If you agree with the refund, it’s best to accept the dispute.
This is the right action if:
You do not plan to submit evidence.
You agree the client deserves a refund.
💡 A customer who wins a dispute already receives their money back. Accepting means you are not fighting that result.
To accept a dispute:
Go to the project’s Billing tab and locate the "Disputes" section.
You can also:
Click the link in the email notification.
Use the "Due Balances" widget on your dashboard.
Run a Payment Journal report.
Click the “+” next to the dispute to expand the details.
Click “Accept Dispute.”
Confirm by clicking “I Accept.”
Countering Disputes
Countering a dispute means you believe the charge was valid and want to submit evidence to reclaim the funds. Even if your customer says they canceled the dispute, you still must submit evidence to close it in your favor.
Important: If a client disputes a charge that you've already refunded, you still need to submit evidence to counter the dispute.
💡 Why? Payments and refunds are treated as two separate transactions by credit card processors. This means a client can technically dispute a charge even after receiving a refund.
In this case, treat the dispute as a separate issue and provide documentation showing the refund has already been processed. This helps the bank understand that the client has already been received their funds.
To counter a dispute:
Navigate to the Disputes section of the project’s Billing tab.
Expand the dispute by clicking the “+.”
Click “Counter Dispute.”
On the evidence submission page:
Fill in the form fields.
Attach all supporting documents, including proof of the original payment and the refund.
📚 Review articles specific to your dispute reason—linked in your email or found on the left-hand side of the evidence form.
Misunderstandings and Withdrawals
If the dispute happened due to a misunderstanding, the customer can contact their card issuer to cancel the dispute. However, you should still submit evidence to clarify your side and protect your business.
Important:
If you agree the customer should keep the funds, simply accept the dispute. Asking the customer to withdraw the dispute for a regular refund isn't recommended—withdrawn disputes still count against your account in dispute volume metrics.
Need Additional Support?
Click the blue chat bubble in the bottom corner of your screen to message our support team—we’re happy to help!