When a buyer disputes a charge with their bank, Conekta notifies you and the chargeback appears in your Conekta Panel with all the case information. Catching it in time matters: every chargeback has a response deadline, and if it passes without action, it's resolved in the buyer's favor.

Steps

  1. Check your notifications

    When a chargeback is filed, Conekta sends an email to the people with access to the account. Make sure these alerts don't land in spam and that your business's contact email is up to date.

  2. Go to the Chargebacks section of the Conekta Panel

    There you'll see the full list of disputes, with the most recent at the top. Cases still awaiting your response are highlighted.

  3. Identify the key details of the case

    • Amount: the disputed amount, which can be full or partial.
    • Reason: the reason stated by the buyer's bank.
    • Deadline: the latest date to accept the chargeback or submit evidence.
    • Original payment: the transaction the dispute relates to.

Common issues

I didn't get any email, but I see a chargeback in the Conekta Panel

Confirm your account's contact email and check your spam and promotions folders. The Conekta Panel is always the complete source: make a habit of checking it even if no alert arrives.

A buyer is complaining about a charge, but I don't see any chargeback

The dispute may not have reached Conekta yet, or it may be an inquiry directly with their bank. Ask the buyer for the charge details and monitor the Conekta Panel over the next few days.

Next step

Once you've identified the chargeback, open its details to review the full case before deciding how to act.