This article covers the details around disputed transactions, including what is is, what you can do, and common questions.
A dispute, often called a chargeback, occurs when a cardholder questions a payment with their bank, causing a formal reversal of funds. The transaction amount and a fee are immediately debited from your balance. You can either accept it or submit evidence via Captyn’s Financial Settings to contest the decision and attempt to earn the funds back.
When you receive a dispute from one of your customers, you will receive an email like this:
Dear {organization_name},
A {$100.00} payment for Captyn is being disputed by {Chase Bank} on behalf of {Darryl Hollandsworth}.
If you don’t agree with this dispute, you can submit evidence to counter it by {May 15, 2026}. You may view details of this dispute from your Disputes page, found via the Financial Settings page.
The disputed amount and applicable dispute fees by the processor have been debited from your available balance.
We’re sorry you’re facing this dispute, but we’re here to help every step of the way. You can find answers to common dispute questions on our support site, and if you have further questions you can reply to this email for help.
Sincerely,
Captyn SupportOnce you have received this, you are able to take action in Captyn on this dispute by responding to the dispute and submitting an applicable evidence.
How do I know I have a dispute?
The dispute will be presented in two places. First, you can see it via the push notification in the upper right hand corner of Captyn, leading you to the Pending Screen; disputes are a part of this page.
You can also view this via the Financial page via Settings & Reports by clicking on Disputes. You can view here by status as well.
How can I respond to a dispute?
Follow the prompts on screen to “Defend chargeback” when you have a dispute initiated.
Select the reason you are defending and Continue.
Next, you will submit all evidence supporting your defense of the chargeback. A decision will be made by the issuing bank.
