Whether it’s a simple misunderstanding or human error, sometimes there’s a problem with a payment. It’s just part of doing business.

This guide will help you understand the following:

  • What is a dispute and how Jobox can help you

  • Understand the dispute process and your responsibility

  • What happens when the customer’s bank reaches a final decision

What is a dispute?

With every credit card payment you process, you and your customer are entering into an agreement. This means that you are responsible for the payment amount if your customer disputes it. When this happens, the cardholder (customer) may open a dispute with their credit card issuer (bank) to reverse the charge (credit card companies call this a “chargeback”).

Pro Tip: In most cases, the easiest way to resolve a dispute is for you to contact the customer, work together to figure out what happened, and come to an agreeable solution. When this happens, usually the customer withdraws the dispute, and can go a long way towards keeping customers happy.

Customers have 120 days or more from the date of the payment to dispute it. Jobox does not decide who wins or loses a dispute—that’s up to the customer’s bank (such as Chase, Wells Fargo, American Express). Our role is to collect information about the transaction and help you to resolve the chargeback.

For more information about how to prevent a dispute, see this article.

How does Jobox help you fight the dispute?

It’s our mission to help you resolve the dispute as quickly and painlessly as possible, but sometimes the process can feel unfair or frustrating. As part of your relationship with Jobox, you have access to a dedicated disputes team that can help you through the process, free of charge.

We'll notify you if you receive a dispute, help you gather the supporting evidence, and prepare a response to the customer’s bank to ensure you have the greatest possible chance of winning. You can view your disputes in the app (Account > Get Help > My Disputes).

Bottom-line: we’ve got your back!

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