Chargebacks are designed to protect customers, but they can lead to revenue loss, operational headaches, and cash flow issues for merchants when not handled effectively.

At Startbutton, we’re helping businesses reduce these risks by giving them more control, documentation, and transparency during payment disputes. If you've received a chargeback and want to respond with proof that the value was received or services were rendered to customers, this guide will show you how to do so. 

Based on our experience with helping over 200 merchants deal with chargebacks, we’ve broken down the process of disputing a chargeback using a Proof of Receipt (PoR),  so you can respond with confidence, keep your revenue secure, and maintain your credibility.

How does it work

When Startbutton logs a dispute on your transaction:
You will receive an email notification with details about the dispute, like this

Step 1: Log in to your dashboard

Step 2: Click on the “Dispute” option found on the same row to your left-hand side

Step 3: An interface appears with a heading “Disputes management” where you can track disputes.

• Step 4: On the Action row, you can “View dispute” to check through the Transaction ID, details of payment, the reason for the dispute (chargeback or fraud), and the time left before automatic acceptance.

You have the option to “accept dispute” or “contest dispute” by providing proof of receipt to validate the transaction.

• Step 5: Click on “Contest dispute”
  
  

• Step 6: Upload proof of receipt or value
  
  

• Step 7: Click on “Upload & Save”
  
  

Note: If you don’t take any action before the dispute deadline, the dispute will be automatically accepted on your behalf.

What is the acceptable Proof required to dispute a chargeback?
A proof of receipt is a document that you provide to your customers as proof or a record of their purchase. For it to be acceptable, the necessary details that should be included on your receipt to dispute a chargeback include the customer’s information and other relevant transaction details.

An example of a good receipt

An example of a great receipt to dispute chargebacks contains the customer’s information and other transaction details. Additional supporting evidence like system logs, screenshots, or the IP address used to access the service can also be added.

Frequently Asked Questions

What happens when a chargeback is filed?
You’ll receive an email notification or a message from our support team. You must then submit your proof of service to dispute the claim.

Do we get charged a fee for chargebacks at Startbutton?
No. Startbutton does not charge any fee when a chargeback occurs.

How long do we have to dispute a chargeback?
This depends on the bank, but in most cases, you have up to 72 hours to submit proof that the service or value was delivered.

What proof is required from merchants?
Provide clear evidence that the customer received the product or service. This could include:

• A receipt or invoice showing the customer’s full name, email address, description of the service, amount paid, transaction reference, and the date/time of delivery.

• Supporting documents such as system logs, screenshots, or the IP address used to access the service.

Is a customer’s passport and KYC sufficient proof?
No. Identity documents alone are not enough to dispute a chargeback.

Can we process a refund instead of disputing the chargeback?
Yes. You can refund the customer directly from your end. The refund confirmation can then be submitted as proof to decline the chargeback.

How can we reduce the risk of chargebacks?
While chargebacks can’t be completely avoided, you can lower the risk by:

• Conducting proper KYC on customers.

• Using clear product or service descriptions and showing all costs upfront.

• Offering easy, transparent refund options and making your refund policy visible.

• Always keep verifiable proof that the product or service was delivered.

If you would like to learn more about this feature or have questions about our product updates, please contact our customer support team at support@startbutton.africa. We look forward to seeing how this feature helps your business expansion efforts.