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The Collins Pay Dispute Management Portal gives you full visibility and control over any payment disputes raised against payment taken via Collins Pay.
This guide explains how to identify, review, and respond to disputes directly from your dashboard, without needing to contact support.
The portal ensures you are notified promptly and equipped to provide your evidence quickly and confidently.
What is a payment dispute?
A payment dispute (also called a chargeback) occurs when a cardholder questions a transaction through their bank or card provider. When this happens, Collins Pay will notify you immediately and give you the opportunity to contest the dispute by submitting supporting evidence.
Common reasons for disputes include:
A customer claiming they did not authorise the charge.
A customer stating the service was not received or not as described.
Duplicate charges or processing errors.
Fraudulent activity on a customer's card.
Acting promptly is important — disputes have strict response windows set by card schemes, and missing a deadline may result in the funds being returned to the customer automatically.
Where to find your disputes
Collins Pay surfaces dispute notifications in four places across the portal so you never miss one:
Disputes Panel on the Dashboard — A dedicated disputes panel appears on your main dashboard whenever active disputes exist. It will not appear if there are no current disputes. Click into any item to go directly to the relevant booking.
Payment Component — Navigate to the Payments section of a booking. If a dispute is active, it will be shown here with full details and options to respond.
Booking View Tooltip — When viewing a booking, a tooltip indicator appears next to the payment status to flag that a dispute is open on that transaction.
Email & Alert Notifications — You will receive notifications when a dispute is raised. Ensure your notification preferences are up to date in your account settings to stay informed in real time.
How to manage a dispute
Learn how to manage your dispute.
Respond to a dispute
To respond to a dispute, follow these steps:
Log in to Access Collins and check your dashboard for the Disputes Panel.
Click the flagged booking to open the booking details.
Navigate to the Payment section to open the Payment Component.
Review the dispute details, including the reason code and amount in question.
Gather your supporting evidence - see below for guidance on what to include.
Submit your response and evidence directly through the portal before the deadline shown.
Monitor the dispute status; you will be notified of the outcome.
What evidence should I submit?
Strong evidence significantly improves the chance of a successful dispute resolution. Depending on the dispute reason, consider including:
Dispute reason | Recommended evidence |
Service not received | Booking confirmation, delivery/attendance records, and communications with the customer. |
Item not as described | Product/service description, photos, customer communications. |
Unauthorised transaction | Communications with the customer, reservation history. |
Duplicate charge | Transaction logs showing a single charge (contact support if required), refund confirmation if applicable. |
General / Other | Any relevant correspondence, proof of service, terms & conditions accepted. |
Understand dispute statuses
See the statuses and explanations below for a better understanding:
Status | What it means |
Open | A dispute has been raised and is awaiting your response. Action required. |
Under Review | Your evidence has been submitted and is being reviewed by the card scheme. |
Won | The dispute has been resolved in your favour. The funds will remain or be returned to you. |
Lost | The dispute was resolved in the customer's favour. The funds have been returned to them. |
Expired | The response window passed without a submission. The dispute was automatically closed. |
Tips for successful dispute management
The following are the best practices for disputes:
Respond to disputes as early as possible — deadlines are strict and non-negotiable.
Ensure your contact details and notification settings are up to date in your account.
Review your dispute history regularly to identify patterns and reduce future disputes.
If you believe a dispute is fraudulent or in error, submit all available evidence — even partial evidence can help.
Frequently asked questions
See the most frequent asked questions:
How long do I have to respond to a dispute?
Response deadlines vary by card scheme but are typically between 7 and 20 calendar days from the date the dispute is raised. The deadline is shown clearly in the Payment Component. Do not wait — submit as soon as you have your evidence ready.
Can I appeal if I lose a dispute?
In some cases, yes. If new evidence comes to light after a dispute is lost, contact Collins support to discuss whether an arbitration appeal is appropriate. This is subject to the rules of the relevant card scheme.
Will I be charged a fee for a dispute?
Please refer to your Collins Pay Statement of works.
What if the same customer raises multiple disputes?
If you notice a pattern of disputes from a specific customer, document all interactions carefully and contact Collins support. Repeated disputes from the same source may indicate fraud.
I cannot see the Disputes Panel — is everything OK?
Yes. The Disputes Panel only appears on your dashboard when there are active disputes. If it is not showing, you have no open disputes at this time.