How do I respond to a dispute?

Beta — see What is the Mollie Dispute Portal? for status and roadmap.

What you need to know in advance

The exact deadline for your defense is shown as the Response due date on the dispute. The length of the response window, the rules for extensions, and what evidence is expected depend on the payment method — see Per-payment-method details below.
If you do nothing before the due date, the dispute is set to Lost automatically and the chargeback fee applies.
Once you submit a defense, it cannot be modified.
For very low-value disputes, the payment method may auto-resolve the case without reviewing your defense.

New disputes arrive in status Response required. You can Defend or Accept the dispute until the response due date. After you submit a defense, the dispute moves to Under review while the payment method reviews it — final outcomes are Won or Lost.

Open the dispute

From the disputes list, select a row to open a side panel with the full dispute detail.

Review the Summary tab

The Summary tab shows the core information about the dispute at a glance.

Dispute ID — the unique identifier for this dispute
Reason — the dispute reason category, with the customer's claim description below
Disputed amount — the amount contested by the customer
Profile ID — your Mollie profile
Payment ID — the original payment ID associated with this dispute
Created date — when the dispute was opened
Response due date — the deadline to submit your defense or acceptance

The status badge in the top-right tells you where the dispute stands.

Check Payment details

Switch to the Payment details tab to see the original payment information, including payment ID, description, profile, payment amount, payment status, payment date, and payment method.

Take action

You can take action only while the dispute status is Response required. Two buttons sit at the bottom of the dispute detail panel: Defend and Accept.

Defend the dispute

Select Defend to open the Submit your defense form. Three fields are available:

Additional information — a free-text field of up to 5000 characters. Use it to summarise your case in plain English.
Proposed resolution refund (optional) — an amount in the disputed currency that you're willing to refund to settle the dispute. The amount must be less than the disputed amount. If you propose a partial refund, explain the reasoning in Additional information (for example: "The customer received 2 out of 3 items; we are proposing a refund for the single missing item.").
Attachments — drag-and-drop one or more files. Accepted file types and per-file size limits depend on the payment method — see Per-payment-method details below.

Once you select Submit, your defense cannot be modified. The dispute moves to Under review and you wait for the payment method's decision.

Accept the dispute

Select Accept to acknowledge the customer's claim. A confirmation dialog appears:

Accept dispute — By accepting this dispute, you forfeit your right to challenge it. Consequently, a chargeback will be processed, and additional chargeback fees will apply.

Confirming sends the dispute straight to Lost, refunds the customer, and triggers the chargeback fee (see What fees do I pay for disputes?). Accepting a dispute cannot be undone.

Dispute statuses

Status	What it means	Can you take action?
Response required	A new dispute has been opened — the payment method is waiting for your defense or your acceptance.	Yes — until the response due date
Under review	You've submitted your defense; the payment method is reviewing the case.	No — waiting for outcome
Won	Final outcome — the case was decided in your favour. No dispute fee is charged.	No (final)
Lost	Final outcome — you owe the disputed amount and the dispute fee (see What fees do I pay for disputes?). A dispute reaches Lost in three ways: you submitted a defense and the payment method ruled against you, you chose to Accept the dispute, or the response due date passed without a response.	No (final)

What happens if you miss the response due date

If you don't respond by the due date, the dispute transitions to Lost automatically. The disputed amount stays with the customer and the dispute fee applies.

Tip — turn on dispute notifications so you don't miss a due date. See How do dispute notifications work?.

Per-payment-method details

Response windows, accepted file types, evidence requirements, and reason codes all differ per payment method. For specifics on how to build a strong defense for a given method, see the matching guide:

Klarna — How do I defend a Klarna dispute?

As more payment methods join the Dispute Portal, we'll add a sibling guide for each. See What is the Mollie Dispute Portal? for the current list of supported payment methods.