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A dispute (also called a chargeback) is raised when a customer questions a payment with their bank. The bank can return the funds to them, and you have a limited time to send evidence that the charge was legitimate. You can review and respond to disputes from the Disputes page. Card disputes can be contested with evidence. Bacs and SEPA Direct Debit disputes are final and cannot be appealed.

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What happens when a payment is disputed

When a dispute is created:
  • The disputed amount is deducted from your balance, usually within 24 hours.
  • A dispute fee is deducted for card and SEPA Direct Debit disputes. See Fees.
  • If the payment was for an invoice, the invoice is marked with a late payment failure.
  • If the funds had already been paid out to an owner, a transfer reversal is created.
  • Admins receive an email and a Dashboard notification with a link to the dispute.
The original payment stays on the Payments page and shows a link to the dispute. If the dispute needs a response, you have until the evidence due date to submit evidence. Three days before that deadline, admins receive a reminder email. Once the deadline passes, you can no longer submit evidence.
Refund a payment you agree was made in error before the customer disputes it. A refund is faster and cheaper than a chargeback, and there is no dispute fee.

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View disputes

To open a dispute, follow these steps:
  1. Go to the Disputes page under Payments.
  2. Use the Unresolved and Resolved tabs, or open a dispute from the related payment.
  3. Optionally assign a team member so it is clear who is responding.
The dispute shows the amount, fee, reason, customer, and the related payment and invoice. A timeline tracks when the dispute was created, when evidence is due, and when it is under review.

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Dispute statuses

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Respond to a card dispute

You can add evidence while the status is Needs response. Save your progress as you go, then submit once everything is complete. You can only submit once: after that, the evidence cannot be changed or sent again. To add evidence, follow these steps:
  1. Open the dispute.
  2. Click Manage evidence.
  3. Upload documents and fill in the details that support your case. Click Save evidence to keep your progress.
  4. When you are ready, close the evidence sheet and click Submit evidence.
  5. Confirm that the evidence is complete, then click Submit evidence again.
Once submitted, the evidence cannot be changed or resubmitted. Make sure everything is complete before you confirm.
Submit evidence stays disabled until at least one document or detail has been saved.

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Documents

Upload PNG, JPEG, or PDF files. Use the category that matches the file:

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Details

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Evidence best practice

Banks review a high volume of cases and often decide from the written explanation plus a few supporting documents. Strong evidence is specific, dated, and tied to this customer and this charge.
  • Respond before the due date. Late evidence is not accepted.
  • Address the dispute reason. Fraud evidence is different from a refund complaint.
  • Write in plain English. State what was paid for, when, by whom, and why the charge is valid.
  • Use names, dates, amounts, and addresses that match the Customer, Invoice, and payment.
  • Prefer a signed tenancy or licence, the invoice, and emails from the customer’s own address over generic policy text.
  • Keep scans readable. Crop to the relevant pages; do not upload an entire unsearchable pack.
  • Do not argue, threaten, or include unrelated complaints. Stick to facts the bank can verify.
Requiring 3D Secure on card payments makes fraudulent disputes harder to win against you, because liability often shifts to the customer’s bank.

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What to include by reason

The customer (or someone using their card) told the bank they did not make or recognise the payment.Include:
  • The signed tenancy, licence, or application in the customer’s name.
  • Emails or messages from the customer arranging the property, viewing, or payment.
  • The invoice and payment receipt.
  • Proof they occupied or used the property, such as a check-in record or key handover.
  • In Why should you win this dispute?, explain that the named customer authorised the payment for a specific property and period.
The customer claims they were owed a refund that never arrived.Include:
  • Your refund policy and Refund policy disclosure showing they saw it before paying.
  • Refund refusal explanation if they were not entitled to a refund (for example the rent period had already started).
  • If you already refunded them, proof of that refund: date, amount, and destination.
The customer claims they did not receive what they paid for.Include:
  • Service date and Service documentation showing the tenancy started or the rent period was provided.
  • The tenancy or licence agreement.
  • Communication that they collected keys, moved in, or otherwise used the property.
  • Product description naming the property and the period covered by the charge.
The customer claims they were charged twice, or that a recurring payment continued after they cancelled.Include:
  • The invoices that show each charge was for a distinct period or product.
  • If two payments were made in error, refund the duplicate rather than fighting both disputes.
  • For recurring rent, the subscription or tenancy dates and any cancellation notice you received, with when it took effect.

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Direct Debit disputes

Bacs Direct Debit and SEPA Direct Debit disputes are final. There is no evidence process and no appeal. If a Direct Debit is disputed:
  • The payment is marked lost.
  • Contact the customer to resolve it directly.
  • If you agree a repayment, create a new payment.
Bacs Direct Debit is widely used for rent. Fraudulent Direct Debit disputes are uncommon; when one happens, recover the funds with the customer rather than through the bank.

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After you submit

The dispute moves to Evidence submitted. The cardholder’s bank reviews the case, which can take up to three months. The dispute status updates to Won or Lost when the bank decides.
  • Won: the disputed amount is returned to your balance. The dispute fee is not refunded.
  • Lost: the deducted funds stay with the customer.
You can add internal comments on the dispute for your team at any time. These are not sent to the bank.

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Mark a dispute as resolved

Mark resolved takes the dispute off your Unresolved list in Yorlet. It does not change the bank’s decision. You cannot mark a dispute resolved while it still needs a response. Card disputes that the bank has decided are usually resolved for you. Use Mark resolved when you have finished working a case that is no longer awaiting evidence — for example a Direct Debit dispute, or a card dispute already under review.
Marking a dispute resolved cannot be undone.
To mark a dispute as resolved, follow these steps:
  1. Open the dispute.
  2. Click Mark resolved.
  3. Click Resolve to confirm.

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Fees

The disputed amount is withdrawn when a full dispute is created (not for a warning). An additional dispute fee applies to some payment methods: The fee is shown on the dispute as Fee. It is not returned if you win.