What happens during a Billie dispute
When a customer files a dispute through Billie, Kustom places a temporary hold on the disputed amount until the issue is resolved.
Common reasons for Billie disputes
Buyers may raise disputes for several reasons:
Goods not received – The order wasn’t delivered or only partially delivered.
Returns – The buyer returned some or all of the items.
Incorrect invoice – The invoice has issues like missing items or an unapplied discount.
Faulty goods – The items were damaged, incomplete, or had quality problems.
Already paid – The buyer says the invoice was already paid, either to Billie or directly to you.
Unauthorized order – The order wasn’t approved by the buyer’s company.
How to respond to a Billie dispute
You can challenge the dispute by submitting evidence in the Kustom Portal that proves the order was fulfilled correctly. Submit this within 12 calendar days to ensure a fair review.
Relevant evidence includes:
Tracking ID and shipping date
Proof of delivery or confirmation of service
Purchase proof for digital items (e.g., IP address or email receipt)
Purchase proof for physical goods or services (e.g., phone number or signed receipt)
Refund confirmation if the order was already refunded
Be as specific and detailed as possible. Use the information from the customer’s checkout to support your case.
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).