How to dispute a transaction submitted by customers

FencyPay Articles > Merchant Instructions
Sales (both earnings & redemtions) are manually entered by customers when they scan the code at checkout in your store. If there's a mistake (we've seen it all...customers enter $8400 instead of $84.00 or don't enter the correct receipt/invoice number) it can be fixed.

Fixing customer entry mistakes is easy:
  1. DO NOT APPROVE OR CONFIRM THE TRANSACTION YET
  2. First open a ticket here in the support portal (login account required; if your first time you'll have to create one...it is NOT the same as your FencyPay Merchant Dashboard login)
  3. In your FencyPay Merchant Dashboard, click on the details button for the pending transaction that has the mistake & make note of the SALE ID in parenthesis.
  4. Put this Sale Id in the e-mail or support ticket along with all information about what is wrong (amount, receipt number, etc)
  5. Attach any screenshots or copies of a receipt or sales verification to back up the discrepancy. Without this we can't be sure and the customers expect us to keep everyone honest.
  6. Submit the support ticket.
  7. Once we verify the details and make the update you'll be notified both in the support portal and by e-mail.
  8. Log in and APPROVE the transaction, verifying the details one last time.
  9. Done!
Article ID: 7, , Modified: 9/28/2025 at 8:49 PM

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