Consumer Dispute Resolution

A consumer dispute occurs when a buyer, instead of directly requesting a refund from you, contacts their issuing bank, payment provider, or another formal channel to report an issue with a transaction and request a payment reversal. This is commonly known as a Chargeback (a refund dispute initiated by the bank), though the names and processes may vary depending on the payment tool.

While a standard refund is at your discretion, a consumer dispute is handled according to the timelines, evidence requirements, and rules set by the payment provider and relevant authorities. When facing a dispute, it's crucial to preserve your data, respond within the deadline, and avoid making promises that contradict your previous statements.

How Do Dispute Notifications Arrive?

Dispute notifications can come through two main channels:

1. Direct Notification from the Payment Provider to the Seller: For example, Stripe might notify you directly via email or through their dashboard.
2. Notification from the Payment Provider to Kanorio, then to the Seller: As a website building platform, Kanorio is responsible for cooperating with payment providers to protect consumer rights. When a payment provider sends dispute information to Kanorio, we will notify you via the backend or email and mark the order status as "Disputed."

Regardless of how you receive the notification, your process remains the same: gather evidence, confirm the deadline, and respond according to the notice. Do not ignore a notification just because it comes through Kanorio – it signifies that the payment provider or a relevant authority has initiated a formal process.

What's the Difference Between a Refund and a Consumer Dispute?

Prevention is More Effective Than Post-Dispute Evidence

Clearly disclose the following on your product pages, near product sales modules, or in your footer:

• Product content, format, usage restrictions, and delivery methods.
• Differences between plans, final pricing, and currency.
• Refund, cancellation, and content access policies.
• Customer support contact information and expected response times.

For digital products, avoid exaggerated or vague descriptions. Buyers should understand exactly what they will receive, when they will receive it, and how to seek resolution if unsatisfied, before making a payment.

Steps to Take After Receiving a Dispute Notification

1. Preserve Case Data

Do not delete orders, product pages, customer service chat logs, or digital content settings. Note down the order number, dispute amount, notification date, and response deadline.

2. Create a Clear Timeline

List events chronologically: when the buyer placed the order, paid, accessed the content, contacted customer service, and how you responded.

3. Prepare Verifiable Evidence

Commonly accepted evidence includes:

• Order details and proof of successful payment.
• Product name, plan, price, and refund policy at the time of purchase.
• Records of content access, download, or online viewing.
• Customer service correspondence and records of any refunds or compensation already provided.

4. Respond by the Deadline

Stripe, PAYUNi, or other payment providers may request information via email, their dashboard, or their established procedures. Adhere strictly to the notification and do not miss the deadline; Kanorio cannot guarantee the outcome of the dispute or extend external deadlines.

5. Check Your Kanorio Order Simultaneously

If an order is marked as "Disputed," refrain from issuing unconfirmed duplicate refunds for that order. If you have already refunded or are preparing a settlement, include those records in your response.

Handling Principles for Different Payment Gateways

Stripe Connect

Please follow Stripe's dispute notification and Connected Account management procedures. Product pages, delivery records, and customer service communications will serve as important evidence. For detailed setup instructions from Stripe, refer to: Accepting Payments with Stripe Connect.

PAYUNi Unified Payment Gateway

Please follow the notifications and timelines provided by PAYUNi, the acquiring bank, or the issuing bank. Different payment tools may have varying data formats and procedures. For detailed setup instructions from PAYUNi, refer to: Accepting Payments with PAYUNi.

LINE Pay

Kanorio's direct LINE Pay integration is not yet live, so there is no independent Kanorio process for it. If the transaction was processed through PAYUNi, please follow the notification procedures for that specific PAYUNi transaction.

This Article is Not Legal Advice

Consumer rights, refund obligations, and dispute resolution criteria vary based on the product, buyer's location, payment method, and applicable laws. This article provides principles for data organization and operational handling, not legal or tax advice. For high-value cases, suspected fraud, or matters involving regulatory bodies, it is advisable to consult with qualified legal or accounting professionals promptly.

Related Documents

• Refund Processing
• Order and Customer Management
• Accepting Payments with Stripe Connect
• Accepting Payments with PAYUNi