What If I Opened a Payment Dispute or Chargeback?

Quick Answer

A payment dispute or chargeback is opened through your bank, card issuer, or payment provider (for example, PayPal, Klarna, or your credit card company), not through SilkSilky. While a dispute is open or under review, we may not be able to process a refund, replacement, exchange, or reshipment directly, because the funds may be held by your provider until the dispute is decided.

If you have an issue with a charge, contacting our Customer Care team first can often resolve it faster than opening a formal dispute. If you have already opened one, just let us know so we can work with you on the next step.

Why does opening a dispute affect my refund or replacement?

When you open a dispute or chargeback, your bank or payment provider may temporarily hold or freeze the disputed funds while they review the case. Until that review is complete, we generally cannot process a separate refund, replacement, exchange, or reshipment for the same payment, because doing so could result in a duplicate refund or a conflict with the provider's process.

In many cases, the fastest path is to contact us directly about the problem first. If we are already able to help, the dispute may be unnecessary and can slow things down.

Can SilkSilky cancel or close a dispute for me?

No. A dispute or chargeback is opened by you through your bank or payment provider, and only you or the provider can close, withdraw, or adjust it. If our team needs the dispute closed or the disputed amount corrected before we can complete a refund or replacement, we will let you know, but you will need to handle that step with your provider.

If you are using PayPal and cannot change the dispute amount yourself, you can contact PayPal Customer Support through the PayPal Resolution Center.

What should I do if I have already opened a dispute?

If a dispute is already open, the most helpful first step is to get in touch with us:

  1. Check the current status of the dispute with your bank or payment provider (open, under review, adjusted, or closed).
  2. Contact our Customer Care team with your order number and let us know the dispute status.
  3. If we ask for confirmation, send any closure or decision notice your bank or provider has issued.
  4. If the disputed amount does not match your order or an agreed refund, follow your provider's process to adjust it where that option is available.
  5. If your case involves a return, share your return tracking number and any delivery confirmation.

What if my dispute amount is wrong, or doesn't match my order?

If the disputed amount is different from your order total or from a refund we have agreed, let us know and contact your payment provider to ask whether the amount can be adjusted. We can confirm the correct figures for your order so you and your provider are working from the same details. Some providers allow you to change a dispute amount directly; others may require you to contact their support to do so.

What happens after the dispute is resolved?

Once your bank or payment provider reaches a final decision, that outcome determines how the payment is handled. If a dispute has already been resolved in your favor, we may not be able to issue an additional refund for the same payment, since the funds have effectively been returned to you through the dispute process. If anything still looks unresolved on your order after the provider's decision, contact us with your order number and the decision or closure notice, and we will review your specific situation.

Refund and dispute timing varies by bank and payment provider, so we are not able to promise a specific timeframe. For how installment or pay-later refunds are handled, see How Do Installments or Pay-Later Work With Refunds?

In what situations should I contact Customer Care?

Please reach out to us if:

  • You have an issue with a charge and would like us to look into it before opening a dispute
  • You have opened a dispute and still want us to process a refund, replacement, exchange, or reshipment
  • Your bank or provider says the dispute is closed, but the next step on your order has not been confirmed
  • The disputed amount is different from your order total or an agreed refund
  • You returned items and need help confirming the refund status while a dispute is involved
  • You are unsure whether an open dispute is holding up your refund or replacement

When you contact us, please include your order number and let us know the current dispute status so we can help as quickly as possible.