Disputes / Chargebacks

How the Dispute Process Works

When a customer contacts their bank to dispute a charge, the bank immediately notifies your payment processor of the dispute. The disputed amount is typically withdrawn from your account while the case is under review.


Stages of Dispute or Chargeback

  1. Dispute Created
  2. Stage: Representment
    1. You are then given a limited window of time (often 20–45 days, depending on the cardholders bank) to submit evidence proving the charge was valid.
  3. Evidence Submitted
    1. Compile your evidence - emails, receipts, singed document, etc.
  4. Bank Review
    1. The bank reviews the documentation from both the cardholder and the merchant before issuing a decision.
  5. Decision

Possible outcomes include:

  • Dispute Won (Merchant Wins): The funds are returned to your account.
  • Dispute Lost (Cardholder Wins): The customer keeps the funds.
  • Pre-Arbitration / Second Chargeback: In some cases, the cardholder may escalate the dispute for further review.

Because banks tend to favor cardholders when evidence is unclear or incomplete, submitting organized and compelling documentation is critical.

How to Access Disputes in Full Out Payments

When a family or customer files a payment dispute, you can review and manage it directly through the Full Out Payments portal. Follow the steps below to access and respond to disputes.


Step 1: Open Full Out Payments

From your Admin Dashboard, navigate to the Billing tab.

Click the Open Full Out Payments button in the upper-right corner of the page.


Step 2: Log Into the Payments Portal

You will be prompted to log in to the Full Out Payments system.

Important:

This login is not the same as your Full Out Admin Dashboard credentials.

If you need help locating your username or accessing the Payments portal, please contact support@fulloutsoftware.com.


Step 3: View Disputes

Once logged in, use the menu on the left-hand side and select Disputes.

From this screen, you can:

  • View all disputes regardless of status
  • Track open, submitted, or resolved cases
  • Click into individual disputes for additional details and next steps