When a customer files a dispute, the clock starts immediately. Winning a dispute requires submitting the right evidence and responding before the deadline.

Here is how Monnify processes your disputes and the steps you need to protect your revenue.

How Monnify Handles Your Disputes

We manage every dispute through a structured four-stage process:

1. Notification: We receive the dispute from the bank and immediately notify you via email. We give you a clear explanation of the reason for the dispute, what evidence to provide, and your deadline to respond.
2. Review: Once you submit your evidence to us, our team reviews it and determines the most effective way to challenge the claim.
3. Submission: We process your response and submit it to the bank before their strict deadline expires.
4. Execution (Recall) : We handle the final financial outcome with full accuracy, whether that means securing your revenue or processing the refund.

3 Mistakes That Cost Merchants Disputes And How to Avoid Them

Mistake 1: Missing the Deadline

Every dispute comes with a strict response window. Banks operate on non-negotiable deadlines known as SLAs (Service Level Agreement). If you miss your given deadline, you lose the dispute by default, and the customer receives a refund.

What to do: Treat every dispute notification from Monnify as high-priority. Aim to respond within 24 hours of receiving it.

Mistake 2: Submitting Weak Evidence

A payment receipt alone is not enough. It only proves that a transaction occurred, not that you fulfilled your end of it. You need clear, specific proof of service.

Evidence For physical goods:

1. Signed waybills, delivery confirmations, or dispatch logs showing delivery date and time, tied to the transaction in question.
2. Emails or messages (e.g. WhatsApp chats) where the customer explicitly confirms receipt of the item.

Evidence For digital services:

1. System logs showing the customer accessed your platform, downloaded a file, or used the service, directly linked to the transaction.
2. Proof that the purchase was made by a verified, registered user with a matching email address.

Mistake 3: Poor Communication

The most effective dispute strategy is prevention. Resolving a customer complaint directly and quickly, before they escalate it to their bank, is always the better outcome.

Best practice: Don't just manage disputes; learn from them. Review your chargeback patterns regularly, identify gaps in your delivery or communication process, and update your internal procedures accordingly.