Credit card disputes are one of the most frustrating parts of selling online, and if you sell on ANKA, you may run into one at some point. We want you to know upfront: when a dispute happens, ANKA is in this with you. We advocate on your behalf, gather the evidence, and push back against claims we believe are unfair. But ultimately, the decision rests with the card-issuing bank, and the system is built to lean toward the cardholder. That means even when both you and ANKA have done everything right, the outcome isn't always in our hands.
Here's what's really going on, and what you can do about it.
Consumer protection laws are built around the buyer. Card networks like Visa, Mastercard, and American Express, along with laws like the Fair Credit Billing Act, exist to protect buyers from fraudulent or unauthorized transactions. When you sell across borders, you're navigating multiple layers of these protections, and the system is already tilted toward the buyer before a dispute even begins.
The burden of proof falls on the seller side. When a dispute is filed, ANKA submits evidence on your behalf: proof of purchase, proof of delivery, and your shop policies. But neither you nor ANKA gets to speak directly with the card-issuing bank, and banks often side with the buyer because issuing a refund is simpler than investigating.
"Friendly fraud" is hard to fight. Some buyers receive exactly what they ordered and later claim the item never arrived or the charge wasn't authorized. One important thing to know: because ANKA processes the payment, "ANKA" is what appears on the buyer's credit card statement, not your individual shop name. This keeps the marketplace consistent, but it also means some buyers see the charge weeks later, don't connect it to the shop they ordered from, and file an "I don't recognize this charge" dispute.
The rules are tight and unforgiving. Card networks set strict deadlines and rigid evidence requirements. ANKA manages these timelines for you, but if a bank decides the documentation isn't enough, the case is lost and a chargeback fee often comes with it.
You can't eliminate disputes entirely, but you can make them far less common. Here's how you can help us help you:
Set expectations about the statement charge. Remind buyers in your order confirmations and packaging inserts that "ANKA" is what they'll see on their statement. This alone prevents a surprising number of disputes.
Respond quickly to buyer messages. Many chargebacks start because a buyer couldn't get an answer about a delayed shipment. A quick reply often resolves the issue before it ever reaches the bank.
Document every sale. Tracking numbers, customs forms, and shipping confirmations are critical. The more documentation we have, the stronger the case we can build on your behalf.
Post clear refund and return policies. When expectations are set up front, disputes are far less likely.
Flag problem buyers. If a buyer has previously filed a fraudulent dispute, let us know and consider blocking them from future purchases.
The dispute system wasn't designed with small global vendors in mind, but you're not facing it alone. ANKA stands behind you and handles the heavy lifting, even when the final call sits with a card-issuing bank that tends to favor the cardholder.
The best protection is prevention. Help buyers recognize the "ANKA" charge, communicate quickly, document every shipment, and keep your policies clear. Do that, and you give us the strongest possible foundation to fight on your behalf, and you keep more of what you've earned.