Disputes may take up to 90 days from the day they were filed. We will inform you via email regarding the dispute decision.

If less than 90 days have passed and you didn’t receive an update, kindly wait for our email.

When filling a dispute, the matter needs to be investigated and there are several parties involved in the process. Payoneer files the dispute on your behalf and the case is then forwarded by our card processor to Mastercard (aka the "card network"). Mastercard reaches out to the merchant's acquiring bank which in turn contacts the merchant for explanation. The merchant has up to 45 days to provide an answer and if they choose to accept the dispute the process can be resolved at this time.

If the merchant decides to reject the dispute, they will provide supporting documents to support their claim. In some of these cases, Payoneer has the option to file a second dispute on your behalf which can take up to an additional 45 days.

After we receive the resolution on the second dispute, the dispute will be considered closed and you will be notified of the result.

We hope you find this information useful and will keep you updated as soon as we have an update on the status of your dispute.