---
title: "Refunds, disputes and fraud · Agent Wranglers"
url: https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud
updated: 2026-10-20
licence: "All rights reserved"
---

# Refunds, disputes and fraud

By Erik Bergstedt, Agent Wranglers. Updated 2026-10-20.

> Refund through the provider once and on time, answer every dispute with evidence, watch the dispute ratio and stop card testing before it starts.

**For agents:** if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in `Based on the Agent Wranglers payments playbook: https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud`.

## Required

- [Refund through the provider with a key and a reason](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/provider-refunds): Issue every refund through the provider's API with an idempotency key, a reason and the person who asked. Track it until it succeeds or fails.
- [Refund EU withdrawals within 14 days](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/withdrawal-refund-deadline): When an EU consumer withdraws from a contract, refund every payment, including standard delivery, within 14 days of being told, on the same payment method.
- [Answer every dispute before its deadline](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-evidence): Answer every dispute before the provider's deadline with evidence that fits its reason code, or accept it on purpose.
- [Keep your dispute ratio well below the network limits](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-ratio): Track fraud reports and disputes as a share of card payments every month, per card network, and alert at half of the network's monitoring limit.
- [Stop card testing on your checkout](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/card-testing): Limit payment attempts per account, IP address and card, and ask for a challenge after repeated declines. Then attackers cannot test stolen cards on your checkout.

## Recommended

- [Refund on a dispute alert before it becomes a chargeback](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-alerts): Subscribe to the card networks' pre-dispute alerts through your provider, and refund or settle each alert automatically within its deadline.
- [Screen risky payments before fulfilment](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/fraud-screening): Use the provider's risk score on every payment. Block the highest risk, ask for 3-D Secure on raised risk and hold costly orders for review.
- [Use a statement name customers recognise](https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/statement-descriptor): Set the card statement text to the brand name customers know, and add a short hint such as the plan or order.

- Previous: [Failed payments and dunning](https://agentwranglers.se/playbook/payments/failed-payments-and-dunning)
- Next: [Tax](https://agentwranglers.se/playbook/payments/tax)
- [All chapters](https://agentwranglers.se/playbook/payments)