BNPL Dispute Handling in Zenoti - Afterpay (Stripe & Adyen)
This article explains how Afterpay disputes are handled in Zenoti, including the dispute lifecycle, evidence submission requirements, money movement behavior, and the actions available to you when a dispute is raised.
Afterpay disputes follow the same process as standard card disputes. Unlike Klarna, there is no pre-dispute (inquiry) stage - when a customer raises a dispute, it is treated as a chargeback immediately.
Key points to note:
A dispute fee is charged as soon as the dispute is created.
The disputed amount is debited from your payable balance at the time of dispute creation.
There is no automatic evidence generation for Afterpay disputes. You must manually upload your supporting documents in PDF format.
When an Afterpay dispute is created, Zenoti displays a dispute record with the following attributes:
Field | Value |
Dispute Type | Chargeback |
Status | Needs response → Under review → Won / Lost |
Response Window | As provided in the webhook (typically 15 days) |
Dispute Fee | Yes — same as the standard card dispute fee |
Stripe
Stripe debits the disputed amount from your account as soon as the dispute is created.
If the dispute is won, Stripe credits the amount back to your account.
Zenoti follows the same money movement as Stripe.
Adyen
Adyen handles the debit and credit based on the dispute outcome.
Zenoti reflects the corresponding money movement to keep your payable balanceaccurate.
Won and Lost are terminal states — no further status transitions occur after either outcome is reached.
Afterpay disputes allow onlyone roundof evidence submission. Make sure all necessary documents are included before submitting.
To respond to an Afterpay dispute:
Navigate to the dispute record in Zenoti.
Click the Upload Evidence button.
Upload your supporting documents as a single PDF file.
Once uploaded, the document appears in the evidence section.
If you need to replace the uploaded document, use the option available under the ellipsis menu (⋯).
Note
Auto-generated evidence is not available for Afterpay disputes. You are responsible for compiling and uploading your own supporting documents in PDF format. Only one round of evidence submission is permitted, so ensure all required documents are included.
Stage | Dispute Fee | Money Debited | Evidence Required | Response Window |
|---|---|---|---|---|
Chargeback | Yes | Yes | Yes — PDF upload (1 round only) | ~15 days |
Q: Is there automatic evidence generation for Afterpay disputes?
A: No. Unlike card disputes, Afterpay disputes do not support auto-generated evidence. You must manually compile and upload your supporting documents as a PDF.
Q: Is there a pre-dispute stage for Afterpay like there is for Klarna?
A: No. Afterpay disputes go directly to the chargeback stage. There is no inquiry or pre-dispute window.
Q: Can I submitevidence more than once for an Afterpay dispute?
A: No. Only one round of evidence submission is permitted. Ensure all required documents are included before uploading. You can replace the uploaded document before final submission using the ellipsis menu (⋯).
Q: When is the dispute fee charged?
A: The dispute fee is charged as soon as the dispute is created. This is the same as standard card disputes.
Q: What happens if I win the dispute?
A: If the dispute outcome is Won, the debited amount is credited back to your account. The dispute fee is not refunded.
Term | Definition |
|---|---|
Chargeback | A formal dispute raised by the customer. The disputed amount is debited from your payablebalanceand a dispute fee is chargedimmediately. |
Respond-by Date | The deadline by which you mustsubmitevidence to defend the dispute. Provided in the webhook, typically 15 days. |
Dispute Fee | A fee charged to the merchant when a dispute is created. The amount is the same as the standard card dispute fee. |
Terminal State | A final dispute outcome — either Won or Lost — after which no further status changes occur. |
Evidence Submission | The process of uploading supporting documents (PDF only) to defend against a chargeback. Only one round of submission ispermitted. |