If a customer disputes a transaction, the business will be notified by email, as well as via the banking app regarding the necessary actions (forwarding of supporting documents, etc.).

The disputed transaction amount will be held back from the available balance of the viva.com account until the dispute is resolved.

If the transaction dispute is resolved in favor of the merchant, the amount withheld will be repaid in full.

If the transaction dispute is resolved in favor of the customer, the business is subject to an additional charge of £20.

The time a transaction may remain under dispute depends on many parameters, such as its complexity and the evidence/information available to each involved party. Typically, however, it can last up to 3 months, with some arbitration cases potentially lasting up to 6 months.