How to Contest a Card Dispute

Use this guide to contest a card dispute from the Paystand dashboard. You add PDF files on the dispute and send them with Submit evidence.

If Respond by is already in the past, or contest status is Not contestable, uploading will not open a response. Use the troubleshooting section below.

Related: Card Disputes explains what changed and when a dispute can be contested. Provide Evidence for Disputes lists documents that help for common claim reasons, such as a refund that was not processed or a delivery the cardholder says did not happen.

Before you start

• You can open Disputes in the Paystand dashboard.
• The dispute is a card payment. A bank or ACH dispute shows contest status Not contestable.
• Contest status is Action available.
• The Respond by date is still in the future.
• Your files are PDFs. Each category holds up to 2 MB. All files together stay within 10 MB and 20 pages.

How contesting works

Open the dispute and use Contest this dispute. Add a PDF to the category that matches it, then choose Submit evidence. That sends the files. After you confirm, you cannot add or remove files.

Previously, you contacted Paystand Support and Support submitted the evidence for you. You now do that on the dispute. Every contestable card dispute uses this same page.

Open the dispute

1. In the left menu, open Disputes.
2. Find a row whose contest status is Action available and whose Respond by date is still ahead.
3. Open that row.

The page title is Dispute details. While you can still respond, dispute status is Accepting evidence and contest status is Action available.

Check the deadline

1. Read the banner under the status badges. It starts with Respond by and shows the date and time.
2. Send the files before that time. The banner says: Submit evidence before this time. Times are shown in your timezone.

Under Dispute information you can confirm the Dispute ID, Payment ID, Payer, Reason, and Dispute amount. View payment opens the original payment.

Upload evidence

1. On Contest this dispute, read File requirements and tips.

2. Open the category that matches the document. Each category is marked Optional. Add a file only where it supports the claim.
3. Choose Drag & drop or click to browse. The dropzone says PDF · max 2 MB.

4. Wait until the file name appears on that category. Use Preview, Download, or Remove if you need to check or replace it.
5. Repeat for any other documents you want to include.
6. Read the line above the button. It shows how many files are attached and how many of the 9 categories have files.
7. Submit evidence stays unavailable until at least one file is attached.

8. Choose Submit evidence.
9. Confirm when the page asks you to. The files are sent, and you cannot add or remove them after that.

The categories are:

• Receipt / Invoice — proof of purchase showing the item or service and the amount paid.
• Customer Communication — emails, chat logs, or other messages with the customer about the charge.
• Proof of Delivery — tracking, delivery confirmation, or shipping documentation.
• Service Documentation — records showing the service was delivered as described.
• Signed Authorization — a signed receipt, contract, or proof the customer authorized the payment.
• Cancellation Policy — your cancellation policy and proof the customer agreed to it.
• Refund Policy — your refund policy and proof it was shared with the customer.
• Duplicate Charge Evidence — evidence explaining why this is not a duplicate charge.
• Additional Evidence — supporting documents that do not fit another category.

Verify the evidence was sent

1. The button reads Evidence submitted, or the page shows Evidence received while sending is still in progress. You can leave the page and come back.
2. Contest status can show In review, and dispute status Under review.
3. Decision made means the dispute is won or lost. You cannot add or remove files after that decision.

Troubleshooting

The Respond by date has passed

1. The response time is already past. The Respond by date on the list or on the dispute is in the past.
   Fix: Do not keep uploading. Contact Paystand Support and include the dispute ID if you still need to respond.

Contest status is Not contestable

1. This is a bank or ACH dispute. Contest status is Not contestable.
   Fix: A file upload does not challenge a bank or ACH return. From the Disputes list, retry the payment or contact your customer.

Submit evidence stays unavailable

1. No file is on the dispute yet. The line above the button reads 0 files attached, and Submit evidence stays unavailable.
   Fix: Add a PDF to a category and wait until the file name appears.

A file will not upload

1. The file does not match the requirements. File requirements and tips accepts PDF only. Each category is limited to 2 MB. All files together cannot exceed 10 MB or 20 pages.
   Fix: Export a smaller black-and-white PDF and upload it again.

Contest status is Submission failed

1. Sending the files did not finish. Contest status shows Submission failed.
   Fix: Contact Paystand Support and include the dispute ID and payment ID from Dispute information. Do not delete the saved files.

Still need help?

Contact Paystand Support. From the dispute, Contact Paystand Support opens the same destination. Include the Dispute ID, Payment ID, the Respond by date, and the contest status.

Last updated: October 2026 · Merchant Experience · Disputes