Riverty Disputes
As of 1 July 2026, Riverty is changing the process for handling disputes and suspected fraud cases.
What is going to change?
As of 1 July 2026, Riverty is changing the way disputes and suspected fraud cases are handled in order to prevent chargebacks. These changes provide more clarity and a faster, more transparent handling process.
1. Response time
Customers can report a dispute and upload supporting evidence directly via the Riverty app, for example when products have not been received. You, as the merchant, then have 20 days to provide proof of delivery or other relevant evidence via the Merchant Portal. To ensure that all open cases are handled quickly and fairly, fixed response deadlines have been set to prevent chargebacks using Riverty Dispute Management.
2. Deadline for responding to suspected fraud cases
Customers can report an unauthorized order to Riverty and indicate that they did not make the purchase.You, as the merchant, then have 14 days to provide proof of delivery via the Merchant Portal to prevent chargebacks.
3. Chargebacks are shown separately in financial overviews
Disputed transactions will from now on be included as chargebacks in the payout overviews from PAY. This makes it easier for you to distinguish at a glance between voluntary refunds and disputes or chargebacks submitted by customers as a result of fraud.
What qualifies as a dispute or suspected fraud case?
A dispute is submitted when a customer believes that an order was not delivered or does not match what was ordered. A suspected fraud case arises when a customer reports having received an invoice for goods they say they did not order. Both types of cases follow the same structured handling process via the Disputes Hub or the Suspected Fraud Hub in the Merchant Portal account.