Selfany Knowledge Centre

If you’ve received a message that a customer has opened a dispute on one of your orders, don’t panic. It just means the customer has told us (or their bank) that there’s a problem with the payment. You’ll have a chance to explain your side and share any helpful information.

Here’s what to do:

Step 1: Read the Dispute Details

We’ll send you an email when a dispute is opened. It’ll include:

• The customer’s reason for the dispute
• The amount in question
• A deadline to respond

Act quickly! If you don’t respond in time, the dispute may be automatically closed in the customer’s favour.

Step 2: Gather Your Evidence

To help us resolve the dispute, it’s important to share proof that you delivered what the customer paid for. Depending on what you sell, this might include:

• A delivery confirmation (email sent, file downloaded, access granted)
• Screenshots of messages or emails with the customer
• Proof of refund or communication if you have already tried to resolve it
• Your product listing or description to show what was promised

Be clear, polite, and honest. The more helpful your response, the better your chances.

Step 3: Submit Your Response

Send an email to support@selfany.com with your response concerning the dispute. Include these details:

• An explanation
• Upload any supporting files (screenshots, links, etc.)
• Submit everything before the deadline

Once you submit, we’ll review your response and, if needed, send it to the customer or their bank.

Step 4: Wait for a Decision

Disputes usually take a few days to a few weeks to be resolved, depending on the type. We’ll keep you updated and let you know the outcome.

If the decision goes in your favour, the money will be returned to your balance. If not, the amount will be refunded to the customer.

Tips to Help You Win Disputes

• Always keep a record of communication with customers.
• Deliver your products or services as clearly and quickly as possible.
• Use Selfany’s sales history feature to track digital downloads or order activity.
• Add a clear refund or return policy to your store.

If you need help with a specific dispute, contact our support team. We’re here to help you through it!