When a customer disputes a charge with their bank, it becomes a chargeback.
What happens
If a cardholder disputes a payment, you'll be notified under Payments. The disputed amount is held while the bank reviews it.
Responding
You can submit evidence (receipts, messages, proof the service was provided) to contest the dispute, or accept it. The customer's bank — not SUBLAKE — makes the final decision.
Your responsibility
As the merchant, chargebacks and disputes are yours to handle. Good records and clear communication with your customers are your best protection.