Respond to a payment dispute
Review the case, prepare evidence and distinguish a saved draft from a submitted response.
On this page
Open the dispute
Find the dispute for the correct order and location. Check its current status, evidence deadline and any saved response before making changes. If the payment account cannot refresh, resolve that connection before relying on an older status.
Gather your evidence
Use actual order and payment records, policies, delivery evidence and relevant customer communications. Provide missing facts or documents rather than filling gaps with assumptions.
Gordon can help prepare a factual response draft. For attachments, identify which files belong to this dispute and what they support. JPG, PNG and PDF uploads can be used where the evidence field accepts them.
Save and review the draft
Saving response text or attaching a file updates the draft; it does not submit it. Read the complete saved version and check the attachments, dates and claims.
If the draft changes after review, inspect the latest version before submitting. Keep unrelated existing evidence unless you intend to replace it.
Submit through the dispute workflow
Use the available dispute-response controls to submit the reviewed version. Asking Gordon to inspect a payment or explain a dispute does not submit evidence. Financial reporting in chat is read-only; use the dedicated dispute workflow for submission.
Check the resulting status. If submission is uncertain, review the saved response and status before retrying. A submitted response is not a decision in your favor; follow the dispute for its final outcome.