Inquiry or chargeback?
Short answer
An inquiry is your customer’s bank asking a question: no money is held, and it may never go further. A chargeback is the bank asking for the money back, and the disputed amount is held from your balance.How to tell
| On screen | What it is | Money held? |
|---|---|---|
| Query — answer needed | An inquiry that needs your answer | No |
| Query — with the bank | An inquiry you have answered | No |
| Query closed | An inquiry that ended without a chargeback | No |
| Response needed | A chargeback that needs your evidence | Yes |
| With the bank | A chargeback you have answered | Yes |
Our email’s subject says which it is too: an inquiry, or a chargeback.
Answer an inquiry anyway
An inquiry has a deadline like a chargeback, and the same evidence form. A good answer can stop it there. One left unanswered can become a chargeback.
When an inquiry becomes a chargeback
It stays the same dispute, with the same page. The amount is held from your balance at that moment, and you get a new deadline.