A card dispute is a claim that a card payment should be reversed. You respond from the dispute in the Paystand dashboard. You add the PDFs that support the charge, then send them with Submit evidence.
Previously, you contacted Paystand Support and Support submitted the evidence for you. You now do that on the dispute. This is available for every contestable card dispute at the same time. There is no earlier group of merchants who could already contest in the dashboard.
Related: How to Contest a Card Dispute is the click-by-click guide. Provide Evidence for Disputes lists documents that help for common claim reasons.
What changed
- You open the dispute and use Contest this dispute.
- You choose the files. Paystand Support no longer receives the files by email and files them for you.
- You send the files with Submit evidence. After you confirm, you cannot add or remove files.
When you can contest
Contest a dispute while all of the following are true:
- It is a card payment. On the Disputes list, a bank or ACH row shows contest status Not contestable.
- Contest status is Action available.
- Dispute status is Accepting evidence.
- The banner still shows a future Respond by date and time. It says to submit evidence before that time. Times use your timezone.
After you send evidence, contest status can move to In review and dispute status to Under review. Decision made means the dispute is won or lost. You cannot add or remove files on a won or lost dispute.
What to upload
Upload documents that show the customer authorized the charge, received the goods or service, or agreed to your cancellation or refund terms. Match the file to the Reason on the dispute. Provide Evidence for Disputes lists useful documents for reasons such as a missing refund, a canceled order, a duplicate charge, or a cardholder who says they did not authorize the payment.
File requirements and tips on the dispute asks for this:
- Submit clear, legible scans of relevant documents.
- Avoid using color in all documents.
- Only PDF files are accepted. Each category is limited to 2 MB.
- Total evidence cannot exceed 10 MB or 20 pages across all categories.
Each category is marked Optional. Add a file only in the categories that support your response. The categories are Receipt / Invoice, Customer Communication, Proof of Delivery, Service Documentation, Signed Authorization, Cancellation Policy, Refund Policy, Duplicate Charge Evidence, and Additional Evidence.
How the dispute page works
Open Disputes in the left menu and open a row whose contest status is Action available. On Contest this dispute:
- Drop or browse a PDF into the matching category. The dropzone says PDF · max 2 MB.
- The line above the button shows how many files are attached. Submit evidence stays unavailable until at least one file is attached.
- Choose Submit evidence, then confirm. That sends the files.
- Success looks like Evidence submitted, or Evidence received while sending is still in progress.
The steps, with the screen for each one, are in How to Contest a Card Dispute.
What you cannot contest here
- Bank and ACH disputes. Contest status is Not contestable. A file upload does not challenge those returns.
- A passed deadline. The Respond by date is already past. Contact Paystand Support with the dispute ID if you still need to respond.
- A decision that is already final. Dispute status Won or Lost closes the upload.
If sending fails
If contest status shows Submission failed, the files are still on the dispute. Choose Contact Paystand Support under Dispute information. Include the dispute ID and payment ID. Do not delete the saved files.
Last updated: October 2026 · Merchant Experience · Disputes