When a client disputes a card payment
A client can ask her bank to reverse a card payment. Your payout is not reduced while it is contested. Follow the deadline and outcome in Refunds & Disputes.
2 min read · Updated August 28, 2026
In short
- A card dispute is decided by the client's card network, not by Gloa.
- Gloa covers the disputed amount, so it is never taken out of your payouts.
- Refunds & Disputes shows whether a response is needed and the deadline when one is available.
Path: Insights › Refunds & Disputes
| Open disputes | Current, not limited by the selected report period |
|---|---|
| Each row | Status, reason, opened date, amount, and deadline when required |
| Decision | Made by the client's card network |
| Dispute opens | The owner receives an alert, and the dispute appears in the list. |
|---|---|
| Response needed | The list shows the response deadline when one was provided. |
| Under review | The dispute remains open while the card network considers it. |
| Won or lost | The final status appears in the list. Your payout was not reduced at any point, so there is nothing to return to you. |
- Open Refunds & Disputes and find the row marked Response required.
- Read the reason, amount, opened date, and response deadline shown. The dispute list reports the case but does not contain a control for submitting a response.
- Keep the booking and client records that support what happened, and do not miss the displayed deadline.
- Return to the list to follow the status through review and the final outcome.
| I cannot see Refunds & Disputes | This section requires finance access. Ask the business owner for that access. |
|---|---|
| The section failed to load | Try again. A loading error is not proof that there are no disputes. |