(Payments & Payouts for Sellers)

A payment dispute or chargeback happens when a customer contacts their bank or payment provider to challenge a transaction.
These cases are serious — but manageable when sellers understand the process and respond correctly, especially when orders are Dispatched by Kingston Express.

This guide explains:

• What payment disputes and chargebacks are
• Why they happen
• How they are handled
• What sellers should (and should not) do
• How to reduce chargeback risk

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What Is a Payment Dispute? #

A payment dispute occurs when a customer claims:

• They didn’t receive the item
• The item was not as described
• The transaction was unauthorized

📌 Disputes bypass normal refund processes.

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What Is a Chargeback? #

A chargeback is a formal dispute escalated through:

• The customer’s bank
• The card issuer
• The payment provider

⚠️ Chargebacks trigger automatic reviews and temporary fund holds.

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Why Payment Disputes & Chargebacks Happen #

Common reasons include:

• “Item not received” claims
• Delivery delays
• Misunderstood return policies
• Fraud or unauthorized card use
• Poor communication

📌 Many chargebacks start as preventable misunderstandings.

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What Happens When a Chargeback Is Filed #

When a chargeback occurs:

1. Funds are temporarily held
2. Evidence is collected
3. The case is reviewed
4. A decision is issued

📊 This process is controlled by payment providers.

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Seller Responsibility During a Chargeback #

What Sellers Should Do #

✔ Stay calm
✔ Review the order details
✔ Respond if evidence is requested
✔ Follow platform instructions

What Sellers Should NOT Do #

❌ Contact the customer directly about the chargeback
❌ Issue off-platform refunds
❌ Argue emotionally
❌ Submit false information

⚠️ Interfering can worsen the outcome.

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How Dispatched by Kingston Express Protects Sellers #

For orders Dispatched by Kingston Express:

• Delivery confirmation is verified
• Tracking data is centralized
• Handling records support evidence

📦 Dispatchment significantly strengthens dispute defense.

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Seller-Managed Orders & Chargebacks #

For seller-managed orders:

• Sellers may need to provide:
  • Proof of delivery
  • Tracking details
  • Communication logs

📌 Clear documentation improves outcomes.

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Possible Chargeback Outcomes #

Outcomes include:

• Chargeback reversed (seller protected)
• Chargeback upheld (funds refunded)

📊 Outcomes depend on evidence and policy.

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How Chargebacks Affect Sellers #

Excessive chargebacks may:

• Delay payouts
• Affect account health
• Trigger additional reviews

📌 Occasional disputes are normal — patterns are risky.

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How Sellers Can Reduce Chargeback Risk #

✔ Use Dispatched by Kingston Express
✔ Keep listings accurate
✔ Set clear delivery expectations
✔ Communicate early during delays
✔ Follow return & refund processes

📦 Prevention beats recovery.

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When to Contact Support #

Contact **Kingston Express Support if:

• You receive a chargeback notice
• Evidence requirements are unclear
• A dispute outcome seems incorrect

📧 Always include the order ID.

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Final Rule (This Matters) #

👉 Chargebacks are handled by evidence and process — not emotion or speed.

Sellers who:

• Follow platform rules
• Avoid panic refunds
• Rely on Dispatched by Kingston Express

…face fewer chargebacks and protect both cash flow and account health 💳📦🛡️