What a card dispute needs from you
In shortA dispute is decided by the card scheme on evidence. Have your messages with the shop and proof of what went wrong ready before you raise it.
A dispute, formally a chargeback, is decided by the card scheme and the shop’s bank, not by Ortix. They decide on evidence. The more of it you have when you raise the dispute, the better it goes.
Have these ready
| If the problem is | What helps most |
|---|---|
| Goods never arrived | The order confirmation, the promised delivery date, and your messages asking the shop where it is |
| Goods arrived wrong or broken | Photos, the listing you ordered from, and the shop’s reply when you told them |
| Service not provided | The booking or agreement, and evidence it did not happen |
| A payment you never made | Nothing beyond telling us. Freeze the card first, then message us; this is a security matter before it is a dispute |
Before you raise it
Contact the shop first, in writing, and keep the thread. A dispute that shows you tried and the shop would not make it right is far stronger than one that skipped that step. If the shop is unreachable, say so; that is evidence too.
Two rules that decide whether a dispute can be raised at all: the transaction must be 30 USD or more, and it must be a card payment. A bank transfer sent by mistake is a recall instead; see
What we need to recall a payment.
Raise the dispute from Profile, then Security, then Dispute a Transaction. Fraud disputes are reviewed within 3 business days, everything else within 5. We keep you updated at each stage. See Refunds and disputes for how a refund differs.
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