# Disputes

Disputes occur when a cardholder challenges a payment through their bank or card issuer.

## When To Use This

Use this page when your team needs to understand why a payment is disputed and what information to gather.

## Notes

Dispute timelines and evidence requirements are controlled by payment networks and processors. Contact CharityStack support when a payment is disputed so your team can confirm the right next step and provide any needed information.

Do not treat a dispute like a normal refund request. A disputed payment may have a separate process, timeline, and evidence requirements.

## What To Gather

- Payment ID and contact information.
- Form, event, or campaign context.
- Receipt or confirmation details.
- Any written communication with the contact.
- Refund or cancellation policy that applied at the time.

Avoid issuing a refund on a disputed payment unless CharityStack support or the payment processor confirms that it is the right next step.

Use the payment detail view to collect IDs and context before contacting support.