Chargebacks and disputes can happen to any business that accepts online payments. This guide explains how disputes work on Maroo, what to expect during the process, and how to provide the right documentation to strengthen your case.
Understanding Chargebacks and Disputes
A chargeback occurs when a customer contacts their bank to reverse a payment. This can happen for many reasons — from misunderstandings to claims of fraud or non‑delivery.
While Maroo cannot make the final decision on a dispute, our Dispute Resolution Team is here to support you every step of the way. We help you gather and submit the right information to your customer’s bank, which ultimately decides the outcome.
What Happens When a Dispute Is Filed
We notify you and debit the disputed amount
When your client initiates a dispute, their bank immediately:
Retrieves the disputed amount from Maroo
Requests additional information about the transaction
To comply with this process, Maroo withdraws the disputed amount + a $15 Stripe dispute fee from your connected bank account. These funds are held until the bank reaches a decision.
ℹ️ Timeline: Dispute reviews typically take 60–90 days. If the bank rules in your favor, all funds — including the fee — are returned to you.
We request information from you
You’ll receive an email from Maroo outlining:
The dispute reason
The disputed amount
The documentation the bank needs from you
ℹ️ Important: Banks allow only a short window to submit evidence. Responding quickly gives you the best chance of winning the dispute.
Providing Supporting Documentation
To contest a dispute, you’ll need to submit documentation that verifies the transaction and supports your case. Examples include:
Signed contracts or agreements
Invoices
Email or message exchanges
Proof of delivery or service completion
Photos, screenshots, or other relevant evidence
Your evidence should directly address the customer’s claim.
For example:
If the client claims they never received the service, a signed contract alone isn’t enough — you’ll also need proof of delivery or completion.
ℹ️ Important: If you cannot provide documentation before the bank’s deadline, Maroo will still respond on your behalf using whatever information is available (such as invoices or contracts sent through Maroo).
Once you submit your evidence through the form in the dispute email, Maroo forwards everything to the customer’s bank.
Waiting for the Bank’s Decision
After your documentation is submitted, the bank reviews the case. This process typically takes 60–90 days.
We’ll notify you by email as soon as the bank provides a final decision.
📝 Note: If the bank rules in favor of your client, the decision is final and cannot be appealed.
Resolution and Next Steps
If the dispute is resolved in your favor
☀️ No further action is needed.
The disputed amount and the $15 dispute fee will be returned to your connected bank account.
If the dispute is resolved in favor of your client
🌧️ The disputed amount and the $15 fee remain withdrawn to refund your client.
No additional steps are required from you.
Still have questions? Chat us or reach out via [email protected]