Once you submit your response, the case is out of your hands: Conekta presents the evidence to the card network and the buyer's issuing bank decides. Understanding this stage avoids anxiety and unnecessary tickets — there's no pending action on your side anymore.
How the review works
The buyer's bank analyzes your evidence against its customer's statement and the card network rules. It's a formal process with its own stages and deadlines: Conekta transmits the information and reflects the updates, but the decision belongs to the bank.
How long it takes
Resolution usually takes several weeks; times vary depending on the bank and the reason for the chargeback. During that period the case remains as submitted and the disputed amount stays held from your balance.
The possible outcomes
- Won: the bank accepts your evidence. The held amount returns to your balance and the case is closed in your favor.
- Lost: the bank rules in favor of the buyer. The held funds are returned to them permanently and the case is closed.
Where to track progress
The case status is updated in the Conekta Panel as soon as the bank communicates changes; you'll also receive a notification with the resolution. You don't need to open a ticket to ask about progress: the Panel shows the same information the Conekta team has.
Next step
While you wait for the resolution, review how the hold is reflected in your balance so your reconciliation holds no surprises.