When a customer disputes a card payment directly with their bank. These disputes are often linked to suspected fraud or unrecognized charges.
How to respond
You have limited time to act (usually 7–21 days, depending on the card network).
Choose to:
Accept the dispute – You agree and the funds are lost permanently.
Challenge the dispute – Submit strong, relevant evidence.
Timeline: Card disputes can take 2–3 months for a final decision, after the evidence has been submitted.
Key reminders
⚠️ You only get one chance to respond – no follow-ups allowed.
⚠️ Missed the deadline? The dispute is automatically lost.
⚠️ All outcomes are final
Important: Kustom does not handle disputes or make any decisions regarding their outcome. The decision is made by the financial institution or platform where the customer submitted the dispute (e.g., their bank, card issuer or Klarna).
Dispute fees:
Kustom receives a non-refundable dispute fee from the customer's bank and passes this cost to the merchant. The fee amount depends on the buyer's country, not the merchant's location, and remains non-refundable even if you win the dispute.
All fees below are excluding VAT:
Buyer country | Currency | Card dispute fee (in local currency) |
EEA | EUR | 15 |
UK | GBP | 15 |
Switzerland | CHF | 15 |
Norway | NOK | 150 |
Denmark | DKK | 150 |
Sweden | SEK | 150 |
Poland | PLN | 65 |
Czech Republic | CZK | 400 |
US | USD | 15 |
Canada | CAD | 15 |
Australia | AUD | 25 |
New Zealand | NZD | 25 |
Romania | RON | 75 |