When you receive a chargeback, you have two options: accept it (the amount is returned to the buyer and the case is closed) or respond with evidence to defend the sale. The entire process lives in the Chargebacks section of the Panel.
Before you start
- Identify the case's response deadline — it can't be extended.
- Locate the order: what was sold, to whom, when, and how it was delivered.
- Review what evidence you have based on the reason — see What documents should I send as evidence.
Steps
En Panel Conekta: Payments → Chargebacks → Case details
Open the case and review the reason
The details show the original payment, the reason stated by the bank (fraud, product not received, duplicate charge…), the amount, and the deadline.
Decide whether to accept or dispute
Accept if the claim is valid (for example, a genuine duplicate charge) — it's faster and avoids additional costs. Dispute if you recognize the sale and have evidence to back it up.
Gather and upload your evidence
Attach the documents that directly address the reason: proof of purchase, delivery, communication with the customer. Quality over quantity — legible evidence related to the transaction.
Submit your response
Confirm the submission before the deadline. Once submitted, the response can't be modified; the card network will evaluate the case.
Expected result
The case changes to submitted/under review status. The resolution can take weeks; the Panel reflects every update, and the final outcome either returns the amount to your balance (won) or confirms the refund to the buyer (lost).
What happens if I don't respond?
If the deadline passes without a response, the chargeback is automatically lost and the hold becomes permanent.
When do I get the money back if I win?
When it's resolved in your favor, the held amount returns to your balance and is included in your next payout.
Questions about a specific case?
The disputes team can advise you on the most effective evidence for your case's reason.