Respond to a card payment dispute
Review the case and submit evidence only when a response is available.
On this page
Keep the original payment reference, amount, date and any bank or processor notice. Check the existing balance before collecting again.
Step 1: Review the card case
Open Payments > + New > Payment disputes. Match the case amount and reference, review Event history, then choose Review response. Check the current status and deadline.
Step 2: Prepare the requested evidence
In Prepare a response, enter Statement and relevant facts. Use Duplicate charge explanation only when relevant. Choose Evidence type and a Supporting file, then Upload file. Review which files are selected for the response.
Step 3: Review and submit
Read Review before final submission. Check the statement and selected-file summary, type the exact case confirmation shown, then choose Submit reviewed evidence. This sends the reviewed response to the processor. Check the recorded result before trying again.
Files and limits
The form accepts PDF, PNG and JPEG. Selected files must total no more than 4.5 MB and 19 pages. Evidence types include a lease or service document, receipt, customer communication, refund policy and cancellation policy. Use only material relevant to this case.
When the response is unavailable
Rentari requires a confirmed open deadline and eligible status. An existing response, a processor evidence draft, an unresolved attempt or a case spanning portfolios can block a new submission. Read the displayed reason and contact support when needed.
Track the outcome
Accepted evidence means the processor received the response. It does not mean the dispute was won. Use Refresh attempts after an uncertain result and review the existing attempt before any retry. Keep the case decision and any returned funds with the original records.
Fees, timing and responsibility
Review the actual notice for disputed funds and fees. A bank debit can appear separately from the case update. The card issuer decides the case. Check the recorded status and contact support if the next step is unclear.
Check the result
- The response is tied to the right card case and its actual submission status.
FAQs
Does Upload file submit my response?
No. Uploading a file and Submit reviewed evidence are separate actions. Review the selected files and statement before final submission.
Why is Submit reviewed evidence disabled?
Confirm the case is eligible, content is present, file limits are met and the typed case confirmation matches. Read the status message for any other restriction.
Can I edit a response already sent?
Do not assume it can be replaced. Rentari blocks a new response when one is already recorded. Review the existing attempt and contact support.
Will a valid lease guarantee that I win?
No. Relevant evidence supports the response, but the card issuer determines the outcome.