Disputes and refunds

Because SellAbroad is the merchant of record, we handle payment disputes with the card networks for you. You are not on your own with a chargeback.

Chargebacks

When a buyer's bank opens a dispute, SellAbroad represents the order. The lifecycle is:

1. Opened. The bank raises the dispute. You are notified in your dashboard — and if you connect over our API, your server receives an order.chargeback_opened webhook with the amount and the bank's evidence deadline.
2. Evidence. You supply proof, most often that the order shipped and was delivered: tracking with a delivery scan, the order confirmation, and any customer correspondence. Submit it in the disputes area of your SellAbroad dashboard as soon as the dispute is open, and at least 72 hours before the bank's deadline so our team has time to review and respond.
3. Resolved. The bank decides, and your integration receives an order.chargeback_resolved webhook.
   • Won — no impact to you.
   • Lost — the disputed amount is deducted from your next payout.

We screen every order for fraud before it is charged, which keeps disputes down in the first place. Beyond that, accurate fulfillment and tracking records are the single best thing you can do to win the disputes that do happen.

Refunds

Refunds are issued from your SellAbroad dashboard by your team, in full or in part. SellAbroad processes the refund to the buyer and notifies them, your integration receives an order.refunded webhook, and the refunded amount is reflected in your ledger and reduces the related payout.