Understanding Disputes

A dispute, or chargeback, is when a cardholder questions a payment with their card issuer. The issuer will formalise the dispute, immediately reversing the payment. The amount of the payment, along with a dispute fee is charged by the card network. This amount is deducted from your account balance, however, if you do not have a positive balance Helm will seek to recover the amount in full, including a dispute fee of £/€/$50.00 per disputed payment to cover the additional cost incurred.

There is a set process to resolve disputed payments, through which evidence on the disputed transaction must be provided, making a case that the payment was valid. If the dispute is won in your favour, then the disputed amount and any additional fees are returned to you. If, however, a dispute is upheld, the issuing bank's decision is final and the cardholder's payment remains refunded.

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