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How to manage claims as a seller on dLocal Go?
How to manage claims as a seller on dLocal Go?
Updated over a week ago

What to do if the payment does not appear as paid, but there is evidence that it was made?

If your customer has informed you that he/she has made the payment, but the transaction appears as unpaid in our platform, follow these steps:

  1. Request proof of payment: Ask your customer to send you proof of payment.

  2. Contact us through the integrated chat: Contact us as soon as possible using our integrated chat in the platform. We will be happy to help you resolve the situation.

If you have a complaint about any of the transactions you are making, you can manage it through our chat integrated in the platform.

How to dispute a chargeback?

If you have a chargeback and want to dispute it, follow these steps:

  1. Check your email: We will send you an email with a step-by-step guide of what we need to do to initiate the dispute.

  2. Talk to your buyer: Before proceeding with a formal dispute, we suggest that you talk to your buyer and ask them to cancel the chargeback. This is usually the quickest and most efficient way to resolve the situation.

  3. Gather the evidence: We need any evidence that shows that you delivered the product or service. This may include:

  • Invoices

  • Screenshots

  • Date of purchase

  • Description of the product or service

  • Shipment tracking code

  • Any other relevant information

The more information you can provide, the better.

Remember that we are here to help you manage any inconvenience related to your transactions. Don't hesitate to contact us if you have any questions or need additional assistance.

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