If a customer raises a dispute after making a payment our payment partners intimate us regarding the same. We in turn immediately communicate the same to our merchants and work with them to get these resolved. Once a dispute is raised merchants have 3 working days to contest this dispute by providing a few proofs for this transaction. Usually the payment gateway requires a bill of sale, payment receipt and in case of a service, a proof of service document.
Once all these documents are submitted the payment gateway reviews them and then decides if the dispute should be closed in favor of the merchant or customer. If the dispute is closed in favor of the merchant , the money collected will be settled to their bank account within 10 working days. Alternatively if it is closed in favor of the customer, the money will be returned to them within 10 working days.