What happens if a customer disputes a charge?
A chargeback or payment dispute is handled between you, your customer, and your payment provider, under your agreement with that payment provider. Open the case in your payment provider's dashboard.
Because Komashi never holds the money, Komashi is not the merchant of record, is not a party to the dispute, and cannot reverse or recover a disputed payment. Chargeback amounts, chargeback fees, and any reserve requirements are governed by your payment provider's terms and are borne on your own account with them.
Contact Komashi support only if the underlying problem is technical — for example a subscription that did not update correctly after a reversal.
End User → Payment Provider → Provider
Komashi is not involved in the money flow. The dispute process is handled between the customer, the payment provider, and you.