A consumer dispute occurs when a buyer does not request a refund directly from you, but instead reports an issue with the transaction to their issuing bank, payment provider, or another formal channel, requesting a reversal of the payment. This is commonly known as a "chargeback," though the terminology and processes may vary depending on the payment method.
While standard refunds are at your discretion, consumer disputes are handled according to the timelines, evidence requirements, and rules set by payment providers and relevant institutions. When facing a dispute, the most important steps are to preserve documentation, respond within the deadline, and avoid making promises that contradict the information you have already submitted.
Dispute notifications generally arrive through one of two paths:
Regardless of how the notification arrives, your handling process remains the same: preserve evidence, verify the deadline, and respond according to the notification. Please do not ignore notifications from Kanorio, as they indicate that the payment provider or relevant institution has initiated a formal process.
| Item | Standard Refund | Consumer Dispute |
|---|---|---|
| Initiator | Seller processes after agreement with buyer | Buyer initiates via bank or payment provider |
| Your control | You decide whether to refund | Must provide data per notification requirements |
| Required data | Order and refund records | Order, product description, delivery, and communication evidence |
| Recommended action | Process via Kanorio order details | Secure evidence first, then respond to the notification |
Clearly disclose the following information on your product pages, near your plan selection/product showcase/catalog modules, or in the footer:
For digital products, avoid exaggerated or vague descriptions. Buyers should understand what they are getting, when they will receive it, and how to handle dissatisfaction before making a payment.
Do not delete the order, product page, customer support conversations, or digital content settings. Note the order number, dispute amount, notification time, and response deadline.
List chronologically: when the buyer ordered, paid, accessed content, contacted support, and how you responded.
Commonly useful data includes:
Stripe, PAYUNi, or other payment providers may request information via email, their dashboard, or existing processes. Always follow the actual notification and do not miss the deadline; Kanorio cannot guarantee the outcome of a dispute or extend external deadlines.
If an order is marked as "In Dispute," pause any unconfirmed duplicate refunds for that order. If you have already issued a refund or are preparing a settlement, include those records in your response.
Follow Stripe's dispute notification and Connected Account management processes. Product pages, delivery records, and customer support communication will be important evidence. For full setup instructions, read: Accepting payments with Stripe Connect.
Follow the notifications and timelines provided by PAYUNi, the acquiring institution, or the issuing bank. Different payment tools may have different data formats and procedures. For full setup instructions, read: Accepting payments with PAYUNi.
LINE Pay typically does not have a chargeback process similar to credit cards. If a buyer has a dispute, communicate according to your refund policy and initiate a refund via the Kanorio backend if necessary. For details, read: Accepting payments with LINE Pay.
JKO Pay typically does not have a chargeback process similar to credit cards. If a buyer has a dispute, communicate according to your refund policy and initiate a refund via the Kanorio backend if necessary. For details, read: Accepting payments with JKO Pay.
Consumer rights, refund obligations, and dispute determinations vary by product, buyer location, payment tool, and regulations. This article provides operational principles and is not legal or tax advice. For high-value cases, suspected fraud, or matters involving regulatory authorities, consult a qualified legal or accounting professional as soon as possible.
Not recommended. Communicate with the buyer based on your public refund policy and product status first. Issues resolved through standard refund processes are generally easier to track than those entering formal dispute procedures.
Decide based on risk, product nature, refund rules, and the notification received. Revoking access is an independent action and does not replace your obligation to respond to the payment provider.
Yes. Since digital products lack shipping waybills, records of content access, downloads, online reading, and customer support are even more critical.
No. Kanorio can preserve order and content access records and forward dispute notifications from payment providers, but the final determination is made by the payment provider, acquiring institution, bank, or regulatory authority. Kanorio cannot respond to disputes on your behalf or guarantee an outcome.
No. If you have received a formal notification, you must still confirm the case status and whether data submission is required to ensure the refund record is correctly associated with the case.
