Dispute management

Managing complaints from dissatisfied customers

Dispute management

Dealing with or receiving complaints is always undesirable. It is more challenging and fun to spend time running your webshop, preparing packages and coming up with new marketing strategies rather than dealing with such problems. However, a dissatisfied customer can really damage the reputation of your online business, especially in the current age of social media. A bad review on Facebook, Trustpilot or a complaint on complaint.nl or a forum can result in negative reviews and less customers / online purchases in your webshop.

Starting a dispute

A buyer can request your contact details up to 35 days after their order. The customer is the one who is responsible for contacting you. If your customer does not receive an answer from you in regards to their complaint, then they can start a dispute. They can also contact PAY. via the consumer line (0900-payinfo).


Handling a dispute

When a dispute has been started, you will receive an e-mail from PAY. This e-mail enables you to easily refund the payment to the buyer / your customer. If the customer does not respond within 7 working days, the case will be considered completed. If the merchant does not respond to a dispute for 7 days, PAY. will contact you. We can also settle the dispute. We do this by determining whether the complaint is valid. If you start a lot of disputes, we can charge you additionally. It may also lead to us not wanting to work with you in the future.

more info on starting a dispute


Dispute management is a standard feature in every package.


No extra fee is charged for the use of the 'dispute management’ feature.

Read more about our packages or register directly.

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