Step 1: Open the dispute

1. Open the email and click View dispute details.

1. If prompted, sign in to your merchant account.

2. You’ll be taken directly to the disputed transaction page.

Step 2: Check communication history

Before responding, check whether the customer contacted you before filing the dispute with their bank.

• If they did, include that correspondence in your response.

• If they did not, mention that in your response — it helps strengthen your case.

Step 3: Gather compelling evidence

You’ll need to show that the customer authorized and used the service. Include as much detail as possible, such as:

• The original email receipt the customer received (confirmation of purchase or recurring charge)

• Activity log entries from the customer’s profile page showing access or usage

• Video snippets from Brivo that confirm the customer’s activity

• The active credential that was renewed (visible on the user’s profile page)

• A screenshot of the checkout page showing that customers must acknowledge your recurring billing authorization before completing the transaction  (if applicable)
  

• A screenshot of your terms of service (if applicable)

• Any email or chat correspondence with the customer

Step 4: Submit your response

1. Upload your evidence on the disputed transaction page.

2. Submit your response within 12 business days of receiving the dispute notice.

3. Once submitted, the dispute status will update to Under Review.

Step 5: Track the outcome

• If the dispute is won, the funds are returned to your account.

• If it’s lost, the funds remain debited.

• If you miss the deadline, the dispute is automatically lost.