Disputes

A card dispute, also called a chargeback, is raised by your customer's bank rather than by Super. To contest one, upload evidence in the Business Portal before the deadline shown on the dispute.

📘
Super does not decide the outcome
Decisions are made by Visa or Mastercard and the customer's bank. Super provides the portal you respond through and has no involvement in the result.

How to Respond

Disputes are listed under Transactions → Disputes, alongside All, Payments, Refunds and Exports. Each row shows the brand, date, status, reference, your external reference and the disputed amount.

Find the dispute under Transactions → Disputes. Disputes awaiting a response are marked Respond.
Note the dispute reason and the response deadline. The reason tells you what the customer is claiming.
Gather evidence that answers that specific reason.
Upload your evidence to the dispute before the deadline.
Track the outcome in the same place. Updates appear as the bank reviews the case.

⚠️
Always respond before the deadline
A dispute with no evidence submitted by the deadline is marked Undefended, and undefended disputes are usually lost automatically. You cannot refund the customer once a dispute has been opened - respond with evidence instead.

What Evidence to Include

Super cannot advise on exactly what to upload, but responses that have succeeded before have included:

A short summary at the top explaining what happened - what was ordered, delivered, returned or refunded
The invoice or order confirmation
Proof of delivery, or proof the service was provided
All communication with the customer about the order and the issue
Your terms of sale, and your returns or cancellation policy
Proof of any refund already issued, or a returns note showing what came back

File Requirements

Requirements depend on whether the payment was processed by Adyen or Stripe. You can see which one handled a payment in its transaction details.

Requirement

Adyen

Stripe

Accepted formats

PDF, JPG, TIFF

PDF, JPEG, PNG

File size

PDF up to 2MB, JPG or TIFF up to 10MB, per file

4.5MB combined across all files

Page limit

19 pages for Mastercard disputes

Fewer than 50 pages in total, and 19 pages for Mastercard disputes

Word, Excel and ZIP files are not accepted.

While a Dispute Is Open

Provider

What happens to the funds

Stripe

The funds are held until a decision is made.

Adyen

The disputed amount is debited from your account when the dispute is raised, returned to you once you respond while the bank reviews your evidence, and taken back again if the bank declines it.

With Adyen, if the bank declines your evidence it may first open a further review called pre-arbitration before the funds are taken back.

A £15 chargeback fee applies to every card dispute. It is charged as soon as the dispute is raised and is not returned, whatever the outcome.

Frequently Asked Questions

Does Super decide the outcome?

No. Decisions are made by Visa or Mastercard and the customer's bank. Super provides the portal for you to respond.

What happens to the funds while a dispute is open?

This depends on whether the payment was processed by Adyen or Stripe - see While a dispute is open above. If you do not respond before the deadline the dispute is marked Undefended and the funds are not returned.

Is there a fee for card disputes?

Yes. A £15 chargeback fee applies to each card dispute.

Am I refunded the chargeback fee if I win?

No. The fee is charged as soon as the dispute is raised and is not returned, whatever the outcome.

What does "Undefended" mean?

No evidence was submitted before the deadline. Undefended disputes are usually lost automatically, so always respond before the deadline.

The portal will not let me upload my evidence. What should I do?

Check each file against the format and size requirements above, then try again. If it still fails, contact [email protected] with the dispute reference.

My customer passed 3D Secure. Am I protected?

Only for disputes raised as fraud, where the cardholder claims they did not make the payment. In that case the bank is liable rather than you. 3D Secure does not apply to other reasons such as cardholder dispute, goods not received or credit not processed, so you need to respond as normal.

Will a dispute ever be defended automatically?

For Adyen payments, sometimes. Adyen automatically defends a dispute if the payment was already refunded before the dispute was raised, or if it is a fraud dispute covered by the 3D Secure liability shift. You do not need to upload evidence for these.

Can I refund the customer once a dispute has been opened?

No, for both Adyen and Stripe payments. Respond to the dispute with your evidence instead.

Where can I see the outcome?

Under Transactions → Disputes. Updates appear there as the bank reviews the case.