Won, lost, and the dispute fee
Short answer
When the bank decides, we email you and the dispute says Won or Lost. If you win the money comes back to your balance, and if you lose it stays gone and there may be a handling fee.If you win
The dispute says Won, and the email’s subject is "You won the chargeback on" the amount. What was held goes back to your Available balance, and goes out in your next payout.
If you lose
The dispute says Lost, and our email says the bank decided it for your customer. The amount held when it opened is not returned.
The handling fee
A lost chargeback may carry a handling fee. It is not automatic and it is not a percentage: a person decides it. If there is one, the dispute’s page and the email show it, and it comes out of your balance. There is never a fee on a dispute you win, or on an inquiry.
An inquiry that closes
"Query closed" means the inquiry ended without a chargeback. Nothing was taken from your balance at any point.
Where to see it
The dispute’s page shows the outcome, what the bank said if it gave a reason, and under Balance transactions everything the dispute did to your balance.