When facing a chargeback, you have two options: accept it — the funds are returned to the buyer and the case is closed — or respond with evidence to try to win it. Neither option is always the right one; this guide helps you decide case by case before the deadline.

Steps

  1. Check whether you recognize the transaction

    Compare the disputed payment with your records: does the sale exist? Was the product or service delivered? Does the buyer match? If you find a genuine error on your side — a duplicate charge, an order that was never delivered — accepting is usually the right and fastest choice.

  2. Assess the evidence you have

    To respond, you need documents that connect the buyer to the purchase: order confirmation, proof of delivery, communication with the customer, accepted policies. If your evidence is weak or generic, your chances of winning drop significantly.

  3. Consider the cost of disputing

    Weigh the disputed amount against the time it takes to prepare the response and the costs associated with the process. For small amounts with questionable evidence, accepting may be the best business decision; for significant amounts with good evidence, responding is worth it.

  4. Decide and act before the deadline

    Record your decision in the Conekta Panel: accept the chargeback or submit your evidence. Don't let the deadline pass — an unanswered chargeback is lost automatically, just like an accepted one, but without you having decided it.

Next step

If you decided to respond, prepare your documents carefully: the quality of the evidence matters as much as having it.