How the dispute process works

1. We’ll review your request and start the recovery process

We’ll look over everything you’ve sent us within 10 days. If we have what we need, we’ll ask the merchant's bank for your money back. If we need a bit more info from you, we’ll let you know.

Whenever we can, we’ll give you a temporary refund upfront. This isn't a final decision, and it isn't possible for every dispute.

2. We’ll wait for the merchant's response

If the merchant agrees (or doesn't reply): It can take 8 weeks. Our temporary refund will become permanent, or we’ll issue you a full refund.

If the merchant challenges it: It can take up to 12 weeks, but we’ll guide you through what comes next. If they can show the charge was correct, we may need to take the temporary refund back, but we’ll let you know first.

3. We'll update you

We'll always let you know what's happening but you can also keep track of progress by going to the Help tab or the transaction we're helping you with.