📣 Starting August 18, 2026, the new Chargeback Management Tool will be available.
This page explains the process when a merchant chooses to defend, and the meaning of each status.
The defense process
1. Defense Submission
The evidence submitted by the merchant is immediately forwarded by KOMOJU to the card issuer.
2. Fund status update
The temporarily deducted chargeback amount will be refunded in your next payout.
3. Final decision
The card issuer reviews the evidence and decides one of the following:
- Defense successful: If the card issuer upholds the merchant's claim, the case is closed and the refunded amount is retained as is.
- Defense unsuccessful: If the card issuer does not uphold the merchant's claim, the chargeback is lost. In that case, the chargeback amount will be deducted again from a subsequent payout to cover the loss.
Status descriptions
In the tool, the chargeback status is displayed as follows. When a status is updated, the corresponding email notification is sent.
| Status | Details | Corresponding email subject |
|---|---|---|
| Pending | A chargeback has occurred and is awaiting the merchant's response (accept or defend). The amount is temporarily deducted from your payout. | New Chargeback Received – Action Needed |
| Defended | The merchant has submitted defense documents, which KOMOJU has forwarded to the card issuer for review. | Chargeback Defended |
| Accepted | The merchant has agreed to the dispute (or did not respond by the deadline), and the chargeback is finalized. | Chargeback Accepted |
| Lost | The defense was not upheld and the funds were debited. The case is closed. | Chargeback Lost |
| Cancelled | The chargeback was withdrawn by the card issuer. No action is needed for previous emails. | Chargeback Cancelled |
| Expired | No defense documents were confirmed, and the chargeback can no longer be defended. | Chargeback Expired |