Disputes and fraud

Learn about disputes, how the process works, and how to prevent them.

Mauritz avatar
Written by Mauritz
Updated over a week ago

A dispute/chargeback occurs when a cardholder disputes a payment made with their card to their issuing bank. The issuing bank initiates a formal dispute on the card network resulting in the payment being reversed or withheld from the Hello Clever (as well as a dispute processing fee) until the dispute has been settled.

When a dispute occurs, Hello Clever will contact you by email with information of the dispute. Please reply to us promptly and provide strong evidence to ensure a counter the dispute can be submitted.

If a counter dispute fails or the outcome is negative, Hello Clever will deducts the payment amount and dispute fee from your account balance.

Strong evidence includes but not limited to:

  • Customer communication

  • Shipping documentation

  • Receipt

  • Other evidence

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