Revolut is a digital banking app that helps businesses manage payments, track expenses, and handle transactions easily. But like any payment platform, it comes with its own set of challenges, especially when it comes to disputes. Whether it’s a chargeback, a fraud claim, or a customer complaint, knowing how to handle disputes on Revolut can save you time and money.
In this guide, we'll walk you through the most common reasons for disputes, the best strategies to resolve them, and how to protect your account from the impact.
Let’s dive in and make sure you're prepared to tackle disputes like a pro!
Understanding the Revolut Dispute Process
When a customer disputes a transaction, it creates a challenge for merchants. In Revolut’s system, disputes work similarly to chargebacks, where customers request their bank to reverse a transaction. As a merchant, knowing how this process works can help you handle disputes effectively and protect your business.
A dispute typically starts when a customer contacts their bank (in this case, Revolut) to contest a charge. Common reasons include unauthorized charges, dissatisfaction with the product or service, or billing errors. Revolut reviews the claim and notifies you through its merchant portal, allowing you to respond.
Revolut follows a structured process based on card network rules (like Visa or Mastercard):
- Notification: You receive an alert about the dispute.
- Review Period: Revolut examines the customer’s claim.
- Merchant Response: You can provide evidence to challenge the dispute within 15 days via the ‘disputes’ table.
- Resolution: Revolut decides whether to side with the customer or the merchant based on the evidence provided. If you win the dispute, the funds will be returned to your account.
What Evidence Should Merchants Provide?
Revolut requires solid documentation to review disputes. Here’s what to include:
- Proof of Delivery: Shipping details, tracking numbers, or signed delivery confirmations.
- Customer Communication: Emails or messages showing agreement to the purchase or attempt to resolve the issue.
- Terms of Sale: Clear refund or cancellation policies shared with the customer before the transaction.
- Proof of Service: For services, use invoices or screenshots showing fulfillment.
Strategies for a Successful Revolut Dispute
Respond Quickly
Time is a critical factor when dealing with disputes. Revolut gives merchants a limited period to respond, and missing the deadline can mean losing the case automatically. As soon as you receive a notification, log into your Revolut merchant account and review the dispute details. Acting quickly ensures you have enough time to gather the necessary evidence and respond with a strong case.
Let’s say a customer disputes a charge for a delivered product; providing proof of delivery within the response window can strengthen your claim.
Collect and Organize Evidence
Evidence is the backbone of any successful dispute response. Revolut allows you to submit documents to support your side of the story, so make sure your evidence is clear, accurate, and organized. Include receipts or invoices that show the transaction details, proof of delivery like tracking numbers or signed confirmations, and any communication with the customer.
For example, if a customer claims they didn’t receive an item, a delivery confirmation from the shipping company can directly counter their claim. Keeping these records well-organized saves you time and effort when disputes arise.
Clearly State Your Case
When responding to a dispute, your explanation should be simple, direct, and focused on the facts. Avoid overly long or emotional arguments. Instead, stick to what the evidence shows and explain how it supports your side.
For instance, if a customer claims they were charged incorrectly, you could provide a detailed invoice showing the amount billed matches the purchase agreement.
Review and Follow Policies
Clear policies for refunds, cancellations, and returns are key for resolving disputes. Make sure that the customers can easily access these policies during the purchase process. When responding to disputes, reference the specific policies that apply to the situation and show how they were communicated to the customer.
Communicate Clearly With Customers
In some cases, disputes can be avoided entirely with good communication. Many disputes happen because customers feel their concerns still need to be addressed. Proactively reaching out to resolve issues before they escalate can save you time and hassle.
For example, if a customer is unhappy with a subscription charge, explaining the terms they agreed to and offering a refund when appropriate might lead them to withdraw the dispute. Clear and respectful communication helps build trust and reduces the likelihood of disputes in the future.
Frequently Asked Questions
What are the common reasons customers file disputes?
Customers often file disputes due to billing errors, fraudulent transactions, or unfulfilled orders. For example, a customer might claim they didn’t authorize a payment, never received a product, or were charged twice for the same transaction.
How long does it take to resolve a Revolut dispute?
Most disputes are resolved within five weeks, but more complex cases can take up to 12 weeks. Fraud-related issues are usually resolved in 10 days, while ATM-related disputes can take up to 45 days. You can track the status of your dispute by selecting the transaction in your Revolut app.
What impact do disputes have on my account?
Disputes can affect your account's reputation and lead to additional fees if they are not resolved in your favor. Repeated disputes or chargebacks may also result in higher transaction fees or account restrictions.
Can you reverse a transaction on Revolut?
Yes, but only in specific situations. For example, a transaction can be reversed if it is proven to be fraudulent or processed in error. If you believe a reversal is necessary, contact Revolut support and provide evidence to support your request.
