Disputes & Chargebacks
Most bookings and orders end the way both sides expect. When one doesn't — the work wasn't finished, an item arrived not as described, you were charged for something you didn't agree to — Fyndow gives you a structured way to raise it and get a fair decision. A dispute is that process: a formal, on-record way to flag a problem, let both sides present their case, and have a neutral admin decide the outcome.
This page is for both sides of a transaction. It explains what a dispute is, how to raise one, how the provider responds, how admin mediation reaches a decision, and how all of that relates to a chargeback — disputing a charge directly with your bank.
For the refund rules a decision is measured against, see Refund & Cancellation Framework. For how money moves in the first place, see How Providers Get Paid.
When a dispute is the right tool
A dispute is for problems with the substance of what was delivered — not for routine cancellations, which are handled automatically by the provider's policy.
| Use a dispute when… | Use something else when… |
|---|---|
| The service wasn't completed or wasn't as agreed | You simply want to cancel ahead of time → use the cancellation flow |
| A product arrived defective or not as described | You changed your mind on a returnable item → use the return flow |
| You were overcharged versus what you agreed to | You have a general question → message the provider or contact support |
| The item or service was misrepresented |
You can open a dispute once a transaction has reached the point where the problem is real: a booking has to be completed, and an order has to be delivered, before it can be disputed. Both sides need something concrete to point to.
What you can raise
When you open a dispute you choose a reason and describe what went wrong in your own words. The reasons cover the situations above — work not completed, item or service not as described, a quality problem, being overcharged, or anything else that doesn't fit neatly. You can attach evidence — photos, screenshots, or other files — to back up your account. A clear description and a couple of supporting images make a dispute far easier to decide.
The lifecycle
A dispute moves through a small number of clear stages. Both you and the provider are notified at every step, in the app and by email, so nobody is left guessing.
- Opened. You file the dispute with a reason, a description, and any evidence. The provider is notified immediately.
- Provider responds. The provider gets to tell their side and attach their own evidence. This is their chance to clear things up — for example, by showing proof the work was done or the item shipped as described.
- Under review. An admin picks up the case and weighs both accounts and all the evidence against the provider's stated policy and the platform's baseline protections.
- Resolved. The admin reaches a decision: a full refund, a partial refund, or dismissed (the original charge stands). Both sides are notified of the outcome and the reasoning.
There is one dispute per booking or order — you can't open the same case twice — and disputes must be filed within 14 days of the booking being completed or the order being delivered. Raise concerns promptly; the window exists so both sides still have fresh records and evidence to work from.
How admin mediation decides
Admin review is the neutral step that keeps the system fair to both sides. An admin is not on anyone's team — they look at what was promised, what was delivered, and what the evidence shows.
The decision is anchored to two things:
- The provider's stated policy. Every provider picks from a fixed set of refund and return templates, shown to you before you booked or bought. A dispute is judged against that same policy, so the rules don't shift after the fact. See Refund & Cancellation Framework.
- The platform's baseline protections. Some outcomes are guaranteed no matter which template a provider chose. If the provider never delivered, misrepresented what they sold, or the item was defective or not as described, you're entitled to be made whole — the policy template can't override that floor.
Outcomes, in plain terms:
| Decision | What it means for the customer | What it means for the provider |
|---|---|---|
| Upheld — full refund | You get your money back in full | The charge is reversed |
| Upheld — partial refund | You get back the portion the admin judges fair | The remainder of the charge stands |
| Dismissed | The charge stands; no refund | The dispute is closed in their favour |
When a refund is the outcome, it's processed back to your original payment method automatically once the decision is made — you don't need to chase it.
A note for providers
A dispute is not a penalty in itself — it's a request to look at the facts. If you delivered what you promised, respond promptly with evidence: photos of completed work, delivery confirmation, message history, or anything that shows the agreement was met. Cases are decided on what both sides can demonstrate, and a well-documented response is the best way to have a dispute dismissed.
A pattern of upheld disputes does affect how you're seen on the platform — it feeds into your reputation and trust standing alongside your reviews and completion record. Consistent, honest delivery is what keeps that standing healthy. See Trust & Reputation for how that picture is built.
Keeping a transaction on Fyndow is also what makes this protection possible. When payment runs through the platform, there's a clear record for an admin to weigh and a clean path to issue a refund. Off-platform "cash on the side" deals have none of that — neither side is protected if something goes wrong.
Chargebacks: disputing with your bank
A chargeback is different from a Fyndow dispute. A dispute is raised inside Fyndow and decided by an admin. A chargeback is raised with your bank or card issuer, who can reverse a charge directly with the card networks, outside the platform.
Start with a Fyndow dispute. It's almost always the faster route, it keeps the full record of the transaction in one place, and it gives the provider a fair chance to make things right before money is reversed. Most problems are resolved here without ever involving a bank.
If you do file a chargeback with your bank, a few things are worth knowing:
- The outcome is decided by your bank and the card networks, on their timeline and by their rules — not by Fyndow.
- Fyndow cooperates with the card networks and shares the transaction record so the case can be assessed accurately.
- Because a chargeback overrides the platform's own process, it's best kept as a last resort — for genuine fraud, or for a situation a Fyndow dispute couldn't resolve. Raising one for something a dispute would have handled just slows the outcome down for everyone.
If you're not sure whether your situation is a cancellation, a return, or a true dispute, open a conversation with the provider or contact support first. Many issues are settled with a quick message before any formal process is needed.