---
id: help.disputes.query
title: "Inquiry or chargeback?"
canonical: https://docs.secureprocessing.app/help/disputes/query-or-chargeback
description: "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."
last_verified: 2026-11-02
---

# Inquiry or chargeback?

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.

Who can: Owner, Administrator, Support can respond to a dispute in [Disputes](https://dashboard.secureprocessing.app/disputes).

## 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.

For developers: [Disputes](https://docs.secureprocessing.app/disputes.md)

## Related

- [What is a dispute (chargeback)?](https://docs.secureprocessing.app/help/disputes/what-is-a-dispute.md)
- [A customer disputed a payment: what to do now](https://docs.secureprocessing.app/help/disputes/what-to-do-now.md)
- [What happens to my money during a dispute](https://docs.secureprocessing.app/help/disputes/what-happens-to-my-money.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the dispute’s id or the bank case reference.