Understanding and Resolving NGN Chargebacks

A step-by-step guide to responding effectively and protecting your business.

Disputes can be frustrating, but they don’t have to mean lost revenue. Understanding the process, acting promptly, and providing thorough evidence gives you the best shot at a successful outcome. 

This guide will walk you through how chargebacks work on Mainstack, how to respond, and how to increase your chances of recovering lost funds.

When a customer questions a payment made to your business, it can result in a dispute, also known as a chargeback.

 

A chargeback occurs when a cardholder (the customer) contacts their bank to challenge a payment made to your business for a product or service. The cardholder’s bank then initiates a reversal of the transaction.

Whether the issue stems from fraud, a misunderstanding, or dissatisfaction with your product or service, handling disputes effectively is critical to maintaining your revenue and reputation. 

What Happens When a Dispute is Filed?

When a customer initiates a dispute, their card issuer formally submits it through the card network. This automatically reverses the payment, pulling the transaction amount and a dispute fee from Mainstack. In turn, Mainstack debits your balance for the same amount, along with the associated fee.

You will be notified by our Dispute Resolution Team via email. 

If you choose to counter the dispute, they will request any additional information needed and guide you through the steps required to take appropriate action.

Important: You usually have 12-24 hours to respond. If you don’t act before the deadline, the funds are lost, and you forfeit the opportunity to challenge the dispute.

Steps to addressing a chargeback

Step 1: Review the Dispute Details

Disputes fall into various categories, each with specific evidence requirements and response recommendations. Common dispute reasons include:

• Unauthorized or fraudulent transactions
• Product or service not received
• Product or service not as described
• Duplicate or incorrect charges

In your Dashboard, you’ll see the dispute category. Use our guidelines to collect relevant evidence to address each claim.

Step 2: Understand the Customer's Complaint

Before responding, fully understand the nature of the dispute. Ask yourself:

• Was the transaction marked as fraud?
• Did the customer not receive the promised service?
• Is this a misunderstanding or an error?

We recommend contacting the customer directly. Sometimes disputes are raised simply because the customer didn’t recognize the charge. If they acknowledge the error or agree to cancel the dispute, you can include this in your evidence submission. This can significantly improve your chances of recovering the funds.

Tip: Always keep records of communications with your customers. These can be critical in challenging a dispute.

Step 3: Choose Your Response – Accept or Decline

Once you have the facts, decide whether to accept or decline the dispute:

Accept the Dispute

If you believe the customer’s claim is valid or it’s not worth contesting, you can simply reply to our email accepting the dispute. This acknowledges the dispute and allows the refund to stand.

Decline the Dispute

To recover the disputed funds, you must submit compelling evidence disproving the customer’s claim. Some key steps include:

• Confirm the dispute is invalid based on your records.
• Collect documentation that supports your case.
• Upload your response and evidence before the deadline.

If the dispute was a misunderstanding and the customer agrees to retract it, submit:

• A copy of your communication with the customer, showing their agreement to withdraw the dispute or admit the mistake.

Note: Declining a dispute incurs an additional counter-dispute fee. 

Step 4: Submit Strong Supporting Evidence

The stronger your evidence, the better your chances of winning the dispute; however, it's important to note that providing strong evidence does not guarantee a win. It simply improves your chances of a favorable outcome.

Depending on the case, consider including:

Evidence Type	Description
Email Conversations	Two-way threads with the customer showing agreement or acknowledgment
Login or Access logs	Timestamps/IP addresses showing service usage
Download Confirmations	Screenshots or logs showing the customer accessed a product
Signed Agreements	Checkboxes or e-signatures on terms of service, no refund policy etc.
Invoices/Billing History	Especially useful for subscriptions or recurring charges
Customer Support Chats	In-app messages, chat logs, or SMS records

Make sure your evidence directly addresses the dispute reason. Irrelevant information weakens your response.

Note: As the merchant of record, Mainstack will present the evidence you provide to the customer’s bank and advocate on your behalf. However, the final decision regarding the dispute rests with the customer’s bank after it reviews all submitted evidence.

Disputes are part of doing business online, but with the right preparation and a clear response strategy, you can significantly reduce financial losses. But it’s important that you treat each dispute as a chance to improve clarity, communication, and customer trust in your business.

Mainstack provides all the support you need to monitor and manage disputes efficiently. If you need assistance, contact our Dispute Resolution Team for assistance.

Frequently Asked Questions

How do I know when a dispute is filed?
You'll receive a notification via email.

What happens if I don’t respond in time?
You automatically lose the dispute and forfeit the disputed amount and fee.

Can I contact the customer during a dispute?
Yes, and we encourage it. A direct conversation can often resolve the issue or clarify the situation.

What if I lose the dispute after challenging it?
The decision is made by the bank, and it is final. The funds and associated fees will not be returned.

To help your case, ensure, each document clearly supports your claim and directly relates to the customer and the reason for the dispute.

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