What happens if a customer disputes a Konek transaction (chargeback)?

A dispute (chargeback) occurs when a customer questions a transaction, such as in cases of suspected fraud, unauthorized use, or a service‑related issue.

Konek is designed to help reduce the likelihood of disputes by requiring customers to authenticate and approve each transaction directly through their financial institution. Transactions are assessed using real‑time risk and fraud controls and are approved through bank‑level authentication, which significantly lowers the risk of unauthorized transactions.

If a customer does raise a dispute, it is handled through existing acquirer and issuer dispute processes, consistent with the underlying payment network used. For all transactions with Konek we use a comprehensive authentication framework, allowing Konek to support a liability shift to the issuing financial institution for eligible fraud or account‑takeover scenarios, helping protect merchants from fraud‑related chargebacks.

For non‑fraud disputes (such as goods not received or service‑related issues), standard dispute resolution processes apply and are managed by the merchant’s acquirer and the customer’s financial institution, in accordance with applicable network rules (Visa, Mastercard, Interac Direct) and merchant agreements.