When a dispute is created, you will receive a confidential email from the Payments Team via the email you have on file with your Merchant account (so make sure you use an email you check often). Within that email you will be provided with information about the dispute and what proof is needed. Make sure your email is up to date in your merchant profile, you can see how to check and change that here.
When sending in proof, the more you can provide the better. This includes customer communication via email or social media, tracking or proof of shipping, and any explanation if there was a delay or faulty product. Here some tips on running your online store and what types of proof you should keep.
It’s important you respond to the Universe Payments team in a timely and efficient manner, otherwise your site or account in jeopardy of being suspended.
If a dispute is not resolved in your favor, Universe will reverse the transaction plus $15 dollar fee and up to 10% of the sale cost to cover fees incurred from losing the dispute from your account.
If your account receives more than 4 disputes within a 30 day period from different buyers, your account will be placed in review, and your payouts disabled for 30 days.