How to resolve disputes and handle refunds
Orders with active disputes
When a payment is disputed, the cardholder's bank issues a refund to the customer and these funds are deducted from your account. To avoid double-refunding the customer, it is not possible to initiate a refund on orders with active disputes for one or more payments associated with that order. A dispute must be settled (either won or lost) before any additional refunds can be applied.
Refund for the disputed amount
If you would like to refund the customer for the disputed amount, simply accept the dispute in the Merchant Portal. The refund provided to the customer by their bank will stand.
Refund for an amount greater than the disputed amount
If you would like to refund the customer for an amount greater than the disputed amount, you'll need to first accept the dispute for the disputed amount and then process a refund for the remainder of the amount you would like to refund the customer. For example, if there is a $100 order with a $60 dispute and you want to refund $100, accept the dispute and then process a refund for $40 (the remainder).
Refund for an amount less than the disputed amount
If you wish to refund the customer for less than the disputed amount, you'll need to follow the dispute evidence submission process. In the documentation you provide, clearly state the amount you're willing to accept as well as evidence that supports your claim that the other portion should be the customer responsibility.