Payments and reports
Respond to disputes
Understand chargeback states, where dispute work happens, and what to gather when a case needs attention.
Where disputes live
A dispute is a chargeback: a buyer asks their card issuer to reverse a charge. Because you are the merchant of record, the disputed amount is debited from your balance while the case is decided. Disputes are separate from routine refunds and should be handled from the Disputes area, not from an order message thread. For what the money side means for you, see “Disputes come out of your balance.”
When the data is available, VibeKitchen shows dispute states such as action required, processing, provisional win, won, and lost.
When a dispute needs action
A dispute affects money that has already been paid out or is expected in a payout. Treat action-required disputes as time-sensitive and gather the order context before responding.
- 1Open Disputes from the seller navigation.
- 2Open the dispute that needs attention.
- 3Review the order, buyer, payment, fulfillment, and message context connected to the case.
- 4Gather useful evidence such as order confirmation, pickup or delivery details, buyer messages, refund notes, and proof that the order was fulfilled when available.
- 5Use the response tools or instructions shown in the Disputes workflow to submit your evidence.
- 6Use Payouts & Reports later to reconcile the financial result.
State meanings
Dispute labels are there to help you triage, not to guarantee an outcome.
- Action required means you should review and respond from Disputes.
- Processing means the case is underway with the card issuer.
- Provisional win means the case is currently favorable but may not be final.
- Won means the dispute was resolved in your favor and the held amount returns to your balance.
- Lost means the dispute was resolved against you and the debited amount stays gone.