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This page describes Suby’s own thresholds: the numbers that actually govern your account, as set out in your Merchant of Record Agreement. For how these compare to Visa’s and Mastercard’s own monitoring programs, see Visa & Mastercard Dispute Programs.

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Your dispute rate

Your dispute rate is your monthly disputes divided by your monthly transactions. Suby tracks it continuously and acts in two stages, well before Visa or Mastercard would ever step in themselves.
1

Reserve increase between 0.5% and 0.75%

Suby may start holding back a larger reserve on your payouts to cover expected dispute losses while you bring the rate back down.
2

Hard ceiling at 0.75%

Above 0.75%, Suby may take remedial action, up to and including closing your account and terminating your agreement with immediate effect. This threshold is contractual and not negotiable, since as merchant of record, your transactions count against Suby’s own aggregate dispute ratio with the schemes and acquirers.
Visa and Mastercard don’t consider a merchant “excessive” until 1.5%. Suby’s hard ceiling sits at 0.75%, half that level, by design, so you have room to fix a problem before it ever puts your Suby account at network-level risk.

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What a dispute costs you

Every dispute opened against one of your payments carries a flat Suby fee, on top of whatever happens to the disputed amount itself. The fee is charged when the case is opened. It doesn’t matter whether you go on to win or lose it, and it’s identical whether you’re on Merchant of Record or PayFac.

Visa dispute

$25 per case opened

Mastercard dispute

$50 per case opened
Same in MoR and PayFac. This fee schedule and these thresholds don’t change based on your settlement mode. What changes between the two modes is who controls the response and where the compliance risk sits. See Merchant of Record vs PayFac.