Please submit all evidence by the due date, or you will lose the dispute.

When a dispute is created, you will receive a confidential email from the Payments Team via the email you have on file with your Merchant account (so make sure you use an email you check often) and a push notification.  You can now view and manage all disputes directly inside the Universe app on the Commerce tab.  Make sure your email is updated in your merchant profile; you can check and change that here.

When sending in proof, the more you can provide, the better.  This includes customer communication via email or social media, tracking or proof of shipping, and any explanation for a delay or faulty product. Here are some tips on running your online store and what types of evidence you should keep. You must respond to the dispute in a timely and efficient manner. Otherwise, your site or account is in jeopardy of being suspended.  

To submit evidence in the app:

Head to the Commerce tab and choose the Disputes section under your account balance. From there, a list of your disputes will appear.

To submit evidence for a dispute, tap Submit Evidence before the listed due date. Once you tap this button, a form will appear asking for order information.

The information required for the dispute will change depending on what product or service you provide to your customers. Once you've uploaded enough evidence and are confident with your submission, tap Submit Dispute. Please note that you're only able to submit evidence one time.

Dispute updates will be posted on the Disputes page in the app, and you can view the full details (as well as the order) by tapping the dispute.

If a dispute is not resolved in your favor, Universe will reverse the transaction plus a $15 fee and up to 10% of the sale cost to cover fees incurred from losing the dispute from your account. 

If your account receives more than 4 disputes within 30 days from different buyers, your account will be reviewed, and your payouts will be disabled for 30 days.