When a buyer disputes a payment with their bank, the bank decides the outcome. How the payment is handled meanwhile, and who bears the fee.
A concern raised on Otute is usually resolved within days and costs nobody a fee. A bank dispute can take weeks or months.
The card network takes the disputed amount and a dispute fee from Otute while the bank decides. The payment is held — not released to the seller — and Otute may ask the seller for evidence that the service was delivered.
The dispute fee is the seller's in either case, recovered like any other amount owed to Otute.