Disputes

Wallet transaction disputes

Customers are not able to initiate chargebacks for transactions made from their wallet balance (use_balance), which is within the Ansa closed-loop ecosystem. Customers may request a refund for payments made from their wallet balance back to their customer wallet through your customer support process.

See refunds for more.

Wallet funding disputes (chargebacks)

A customer may dispute a wallet funding (add_balance) transaction with their card-issuing bank, which can result in a chargeback. In such cases, the card network will reverse the payment, and this reversal will be recorded in the Ansa ledger.

Ansa will reconcile the disputed transaction with your payment processor
Ansa will update your customer’s balance
The disputed amount will be reflected in your future payout

Please note that your payment processor may apply additional chargeback fees. Ansa does not impose separate fees for reversed payments.

Frequency chargebacks may be a signal of fraudulent activity. Ansa is not responsible for managing chargebacks. Please review and respond to disputes using the process established by your payment processor.

This dispute process works similarly for ACH wallet funding. A shopper can dispute a transaction and their bank will pull funds back from the merchant bank account. Ansa will update the customer balance and reconcile the disputed transaction.

Learn more about your payment processor's dispute process: