A customer wants a refund or disputed the charge. What happens to my money?
The problem“A buyer opened a dispute with their bank. Do I lose the money and pay a fee on top?”
The Merchant of Record handles it as the seller. A refund returns the full amount to the buyer and takes back only what that sale paid you, with no extra fee. A dispute pauses that sale’s money until the bank decides; we answer the bank with your evidence.
How do refunds work?
- HowRequest from the sale
We approve or decline with a note.
- AmountAlways the full sale
VAT included; no partial refunds.
- Your balanceOnly what you were paid
Our fee isn’t charged again; no refund fee.
“A refund always returns the whole amount to the buyer”
Source: AgentaOS docs, Refunds and disputes
What do I do when a buyer disputes?
- Watch for the email asking for evidence, with the bank’s deadline.
- Reply with proof: what they bought and when, logs showing they used it, your messages.
- Wait for the bank; the sale shows Paused (disputed) until it decides.
What should I avoid?
- Ignoring the evidence emailWithout your proof, the bank usually sides with the buyer.
- Refunding after a dispute startsA disputed sale follows the dispute steps; it can’t also be refunded.
Where does AgentaOS fit?
A lost dispute costs the sale plus the dispute fee; everything else is handled for you.
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Related questions
Can I refund part of a sale?
No, refunds are always in full.
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