A Refund Isn't a Reversal: Refunds and Disputes

The brief

Refunds and disputes are where sellers lose the most money and the most sleep. A customer asks why a refund isn't on their card yet; a dispute freezes money with a deadline the seller didn't know about. Sellers often refund a disputed order to make it go away, and end up paying twice. The video needed to separate the two clearly and show exactly what to do in each case.

What viewers can do after

• Tell a refund (the seller starts it) from a dispute (the customer's bank starts it)
• Name the three refund stages, and which part of the wait belongs to the customer's bank
• Give a customer a realistic refund window by payment method
• Answer a dispute within 7 days with the evidence that counts
• Never refund a disputed payment; accept the dispute instead when the customer is right

How we built it

One Monday, two problems, one seller. Bea refunds a returned bag, and two days later the customer says it isn't on her card. The same morning, another customer disputes an order the courier already delivered, and ₱1,850 goes on hold. Viewers follow each case on its own clock, then watch Bea gather five kinds of evidence and respond six days before the deadline.

The video never promises how a dispute ends or exactly when a bank will credit a refund. It gives Kislap's own clock and a realistic range for the rest, so the seller can repeat it to their customer without over-promising. It continues from Sold Isn't Settled with the same seller, design system and screens, but stands alone.

1. 1
   Issued
   Q4
2. 2
   Sent back
   Q1
3. 3
   Credited
   Q1

Q2 and Q3 test the disputes part of the module, which follows the three stages.

Try the self-check

Three self-check questions sit under the video on the help-centre page. If the client also wants it in an LMS, the SCORM version scores them.

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