Dispute Policy
This Dispute Policy explains what happens when a payment dispute or chargeback is opened on a PortNumbers.com purchase, the fees that apply, and what must be repaid before an account can be reinstated.
Last Updated: October 9, 2026
1. Purpose
PortNumbers.com processes payments through third-party payment processors and card networks. When a customer opens a payment dispute or chargeback with their bank or card issuer, PortNumbers.com is charged processor fees and must gather records and respond to the dispute, regardless of the outcome.
This policy explains the fees we charge to recover those costs and the steps required to restore access to an account after a dispute.
2. Contact Us Before Opening a Dispute
Most billing issues are resolved faster by contacting us directly. Before opening a dispute with your bank or card issuer, please contact our support team through the Resolution Center or at:
Include your account email, order number, the charge date and amount, and a description of the issue. Contacting us first does not affect any rights you may have under applicable law.
3. What Happens When a Dispute Is Opened
When PortNumbers.com is notified of a payment dispute or chargeback on your account, we will immediately:
- Suspend your account until the dispute is resolved and any balance due is paid in full.
- Pause pending orders, subscriptions, and renewals.
- Deactivate all unused numbers associated with the account, making them unavailable for use. All sub-users, sub-accounts, and related accounts may also be suspended or restricted.
- Submit order records, delivery confirmations, account activity, and account number and PIN access logs to the payment processor as evidence.
- Assess a $25 dispute fee, regardless of the reason or eventual outcome. Additional fees may apply as described below.
4. Dispute Fee Schedule
A non-refundable $25 base dispute fee is assessed immediately for each disputed transaction. Depending on the outcome and status of the order, additional fees and amounts may also become due before the account can be reinstated.
| SCENARIO | DISPUTE FEE | ALSO DUE TO REINSTATE |
|---|---|---|
| Dispute withdrawn by you before we respond to your bank | DISPUTE FEE$25 base fee | ALSO DUE TO REINSTATE— |
| Dispute decided in favor of PortNumbers.com (charge upheld) | DISPUTE FEE$25 base fee + $10 | ALSO DUE TO REINSTATE— |
| Dispute decided in your favor after the order was delivered | DISPUTE FEE$25 base fee + $25 | ALSO DUE TO REINSTATEFull disputed amount |
| Dispute on an order whose account numbers or PINs were viewed, reserved, or ported | DISPUTE FEE$25 base fee + $50 | ALSO DUE TO REINSTATEFull disputed amount |
| Dispute on a subscription or renewal charge | DISPUTE FEE$25 base fee + $10 | ALSO DUE TO REINSTATEAny unpaid subscription balance |
| Dispute on a charge that was already refunded or credited | DISPUTE FEE$25 base fee + $25 | ALSO DUE TO REINSTATEThe amount refunded twice |
| Dispute determined to be fraudulent, including “friendly fraud” | DISPUTE FEE$25 base fee + $125 | ALSO DUE TO REINSTATEFull disputed amount plus any processor fines. The account may be permanently closed. |
Any additional fees shown above are in addition to the $25 base fee and any amount reversed by your bank.
5. Repeat Disputes
Repeat disputes are counted over the lifetime of the account and carry additional fees and account restrictions. “Standard fee” means the fee for your scenario in Section 4 (the $25 base fee plus any additional fee), and repeat-dispute fees are added on top of it.
| LIFETIME DISPUTES | FEE | ACCOUNT ACTION |
|---|---|---|
| 1st dispute | FEEStandard fee | ACCOUNT ACTIONAccount suspended until the balance is paid in full; after reinstatement, card payments are disabled for 90 days. Bank transfers only during this period. |
| 2nd dispute | FEEStandard fee + $50 | ACCOUNT ACTIONAccount suspended until the balance is paid in full; after reinstatement, card payments are disabled for 1 year. Bank transfers only during this period. |
| 3rd dispute or more | FEEStandard fee + $100 | ACCOUNT ACTIONAccount suspended until the balance is paid in full; after reinstatement, card payments are permanently disabled. Bank transfers only. |
6. Reinstating Your Account
Accounts suspended because of a dispute are reinstated only after the full balance due has been repaid. Partial payments do not reinstate an account. To reinstate your account:
- Contact support through the Resolution Center or at support@portnumbers.com and reference your account email and order number.
- If your dispute is still open, ask your bank or card issuer to withdraw it and send us the confirmation.
- Pay the full balance due using the secure payment link we send you. The payment method used for the disputed charge may not be used.
- Once payment is confirmed, your account is reviewed and access is restored, typically within 1–2 business days. Unused numbers that were deactivated during the suspension are reactivated at that time. Time spent suspended still counts toward each number’s remaining days and is not added back.
Example of a balance due before reinstatement:
| ITEM | AMOUNT |
|---|---|
| Disputed order value | $240.00 |
| Base dispute fee | $25.00 |
| Additional fee (decided in your favor after delivery) | $25.00 |
| Total due before reinstatement | $290.00 |
Example only. Amounts shown are for illustration.
7. Fraudulent Disputes
Disputing a valid transaction through false or misleading information may constitute fraud under our Fraud Policy. Accounts involved in fraudulent disputes may be permanently closed. Closed accounts are not eligible for reinstatement.
Where permitted by law, PortNumbers.com reserves the right to pursue recovery of the disputed amount, fees, and related costs, including through collections or other legal means.
8. Relationship to Our Other Policies
This policy supplements our Terms and Conditions, Fraud Policy, and Return & Exchange Policy. If there is a conflict, the Terms and Conditions control.
PortNumbers.com may update this policy and its fees at any time. Updated fees apply to disputes opened after the revised policy is posted.
9. Questions
Questions about a dispute, a fee, or reinstating your account can be sent to:
Please include your account email and order number so we can help you quickly.