Chargeback and Dispute Management for Stores (2026)

The verdict in three sentences

A chargeback is more than a financial loss: beyond a 1% rate, it directly threatens your merchant account. The defense rests on an evidence file — proof of delivery, login logs, accepted terms — that you must assemble within a tight window. On mobile money the logic differs: no automatic reversal, but disputes decided on evidence within 24h to 7 days.

Cards vs mobile money: two procedures

Contesting a payment is handled differently depending on the method. Cards follow a formal cycle imposed by networks; mobile money follows faster, document-based mediation.

The common thread: whoever documents wins. An order without proof of delivery is almost always lost.

Dispute file checklist

Building a winning file means gathering precise, dated documents. Here is the checklist to follow for each dispute type in 2026.

Assemble these documents at shipping, not at dispute time: when the contest lands you often have only 48 to 72h to respond.

Mini case study

Fatou runs a cosmetics store in Abidjan, with 300 orders/month and a 28,000 FCFA average basket. She suffered 2% chargebacks (6 cases/month), losing nearly all for lack of evidence, or 168,000 FCFA/month. By systematizing signed proof of delivery and the terms checkbox, she now wins 60% of disputes: loss cut to 67,200 FCFA/month, saving 100,800 FCFA each month, and a rate back below the critical 1% threshold.

FAQ

At what chargeback rate am I in danger?

Beyond 1%, networks may place you in a monitoring program, with fines and heavier fees. At a sustained 2%, the risk of merchant account closure becomes real.

How long do I have to respond to a chargeback?

Depending on the PSP and network, between 7 and 21 days. That is short: hence the value of having the evidence file ready in advance rather than rebuilding it under pressure.

Does mobile money really see fewer disputes?

Yes, there is no automatic reversal like on cards. But non-delivery complaints exist, and the operator decides on evidence: receipt, tracking and customer communication make the difference.

How do I prevent "friendly" chargebacks (family fraud)?

A clear billing descriptor (recognizable store name), a confirmation e-mail and proof of delivery often suffice to get an abusive contest withdrawn.

Should I refund rather than contest?

Sometimes yes: a voluntary refund avoids the chargeback and its penalty. The rule: refund legitimate disputes fast, contest abusive attempts with evidence.

Let's talk about your project. We'll set up your evidence processes and dispute templates to protect your merchant account. WhatsApp +221 77 596 93 33.