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Chargeback Dispute Process

This message was sent via the GoTab Customer Newsletter, as well. Subscribe to the newsletter at the bottom of this page. 


Updated Chargeback Dispute Process

Effective Monday, March 9, 2026, GoTab has introduced an improved Chargeback dispute process for customers.

We are partnering with a new third party to dispute chargebacks on your behalf. The process will continue to be automated and does not require additional action from you. However, we are providing two key improvements to the chargeback process.

GOTAB WILL EMAIL YOU WHEN A CHARGEBACK IS ISSUED

  • We will email  you via the support email listed on your manager dashboard (Location Settings → Edit → Edit Location → “Questions/Support Email” (screenshot below)




    WHAT YOU NEED TO DO

    Ensure the questions/support email you have provided is accurate and is monitored by someone on your team.

    Submit additional evidence within 48 hours. You will have 48 hours to submit additional evidence before the chargeback dispute is filed. Additional evidence can include images or videos to prove the customer was present at your location during the transaction. 

        MONITOR YOUR QUESTION/SUPPORT EMAIL FOR STATUS

        You will also receive status updates to the question/support email address you provide as the chargeback case progresses. 

        FREQUENTLY ASKED QUESTIONS

        • What is a chargeback anyway? A chargeback is when a consumer disputes a charge on their account statement. See this article for additional information: https://www.adyen.com/knowledge-hub/understanding-chargebacks

        • How long do chargebacks take? Consumers have between 120 to 365 days to initiate a chargeback, depending on their card type.  Once a chargeback is disputed, the resolution time is typically 2-6 weeks, though it can extend up to 120 days. 

        • What evidence does GoTab’s partner submit automatically to dispute chargebacks? GoTab’s partner includes all order and tab data associated with a chargeback from both the GoTab dashboard and the Adyen balance platform. If the consumer has a history of ordering with GoTab, we will also include any relevant information. 

        • What if I miss the 48 hour window to submit additional evidence? Once our partner submits the chargeback dispute, no additional evidence can be included. Credit Card companies have reduced the number of days to dispute chargebacks, so we must act quickly to ensure we dispute every chargeback. 

        • Can I dispute chargebacks on my own? No. Chargebacks can only be disputed through the Adyen balance platform which GoTab customers do not have access to.


        Stay Updated

        In addition to these product update announcements via your Manager Dashboard, if you'd like to receive direct updates on feature releases, optimization recommendations, and all things related to the GoTab platform, subscribe to the GoTab Newsletter using this link.