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
Goods not received
The order was not delivered, or only partially delivered.
Returns
The buyer returned some or all of the items.
Incorrect invoice
The invoice has issues such as 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 was not approved by the buyer's company.
How to respond to a Billie dispute
Challenge the dispute by submitting evidence in the Kustom Portal that proves the order was fulfilled correctly. Submit within 12 calendar days to ensure a fair review.
Relevant evidence includes:
Shipping details
Tracking ID and shipping date.
Proof of fulfillment
Proof of delivery or confirmation of service.
Proof of purchase for digital items
For example an IP address or email receipt.
Proof of purchase for physical goods or services
For example a phone number or signed receipt.
Refund confirmation
If the order was already refunded.
Be as specific and detailed as possible, and use the information from the customer's checkout to support your case. For general evidence principles that apply to every payment method, see What are disputes.
Key reminders
⚠️ You only get one chance to respond. No further responses are 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.