# Customer Wants a Refund or Disputed a Charge? What Happens

> The Merchant of Record sends refunds and answers disputes as the seller. What a refund or a lost chargeback takes from your balance.

Source: https://agentaos.ai/answers/refunds-and-chargebacks-merchant-of-record (canonical HTML page). Publisher: AgentaOS (Aristokrates OÜ, Estonia).

[Home](https://agentaos.ai/)/[Answers](https://agentaos.ai/answers)/Refunds and chargebacks

Running sales

# A customer wants a refund or disputed the charge. What happens to my money?

**The problem**“A buyer opened a dispute with their bank. Do I lose the money and pay a fee on top?”

**The Merchant of Record handles it as the seller.** A refund returns the full amount to the buyer and takes back only what that sale paid you, with no extra fee. A dispute pauses that sale’s money until the bank decides; we answer the bank with your evidence.

Reviewed by [Panche Isajeski](https://agentaos.ai/about), founder of AgentaOS, 19+ years in payments, [featured on Indie Hackers](https://www.indiehackers.com/post/tech/starting-from-scratch-and-hitting-9-5k-mrr-in-two-months-j5pMaED5FEbKw8qmeyj9). Checked 6 October 2026. General information, not financial, tax or legal advice.

[Check your country](https://agentaos.ai/countries)[Get started free](https://app.agentaos.ai/?src=answer-refunds-and-chargebacks-merchant-of-record)

Refunds

## How do refunds *work*?

1.  How**Request from the sale**

    We approve or decline with a note.

2.  Amount**Always the full sale**

    VAT included; no partial refunds.

3.  Your balance**Only what you were paid**

    Our fee isn’t charged again; no refund fee.

> “A refund always returns the whole amount to the buyer”
>
> Source: [AgentaOS docs, Refunds and disputes](https://docs.agentaos.ai/mor/refunds-and-disputes)

Disputes

## What do I do when a buyer *disputes*?

1.  **Watch for the email** asking for evidence, with the bank’s deadline.

2.  **Reply with proof:** what they bought and when, logs showing they used it, your messages.

3.  **Wait for the bank**; the sale shows Paused (disputed) until it decides.

Common mistakes

## What should I *avoid*?

- **Ignoring the evidence email**Without your proof, the bank usually sides with the buyer.
- **Refunding after a dispute starts**A disputed sale follows the dispute steps; it can’t also be refunded.

Where AgentaOS fits

## Where does *AgentaOS* fit?

A lost dispute costs the sale plus the dispute fee; everything else is handled for you.

Change how you sell. Grow revenue 4×.

Answer 3 questions and get a free audit of your price and checkout, from the founder. Free, in 2 working days.

[Get my free audit →](https://agentaos.ai/apply?src=seo-answers-refunds-and-chargebacks-merchant-of-record)

Questions

## Related *questions*

### Can I refund part of a sale?

No, refunds are always in full.

Free to start

## Take your first payment *this week*

€0 a month, no card. Sell as an individual or a company, from 86 countries.

[Get started free](https://app.agentaos.ai/?src=answer-refunds-and-chargebacks-merchant-of-record)[What would I receive?](https://agentaos.ai/tools/payout-calculator)

Keep reading

## Related

[What is a Merchant of Record, and do I need one?](https://agentaos.ai/answers/what-is-a-merchant-of-record)[I made my first sale. When does the money reach my bank?](https://agentaos.ai/answers/how-long-until-first-payout)[AgentaOS pricing](https://agentaos.ai/pricing)

Sources: [AgentaOS refunds and disputes](https://docs.agentaos.ai/mor/refunds-and-disputes)