What happens when my customer withdraws a dispute?

If your customer agrees to withdraw a dispute, it doesn’t immediately close the dispute. The withdrawal must be reviewed and confirmed by the issuing bank or card network before it is officially resolved. This process might take some time.

Even if the customer has withdrawn the dispute, you must still submit evidence before the deadline. Some card issuers may treat the absence of evidence as an acceptance of liability, and this could lead to the dispute being lost.

Once the withdrawal is confirmed, Zoho Payments will update the status to Won or Partially Won:

• Won: Both the disputed amount and the dispute fee are returned to your account.
• Partially won: Only the disputed amount is returned. The dispute fee is not refunded.