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Payment Disputes: Our Process
Payment Disputes: Our Process
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Written by Enna
Updated over a week ago

When you and your customer can’t come to an agreement, our team can help you make a strong case to the customer’s bank. Here’s how it works:

Dispute notification

When your customer opens a dispute, their bank will contact us to obtain more information about the payment. We’ll immediately notify you with the details of the dispute and request information that could help to overturn the dispute.

Or you can accept the dispute if you agree with the customer’s reason for the dispute. In doing so, the customer’s bank will reverse the original charge and deduct your account.

Send your supporting evidence

The customer’s bank will request evidence you may have about the payment such as receipts, invoices, emails/texts with the customer, etc. The more evidence you can provide, the better chance you have of winning the dispute. Evidence must be submitted as soon as possible in the My Disputes section of your app

The evidence you submit should be appropriate to the reason for the dispute. For example, a dispute with the reason “not authorized” should have evidence that includes proof that the service was delivered to the customer and they authorized the payment. A dispute with the reason “service unacceptable” should have evidence to prove the service was completed to the customer’s satisfaction.

In most cases, banks require you to provide proof that:

  • The customer was aware of the service(s) being performed ahead of time

  • The customer authorized the service(s) to be performed

  • The service was completed in accordance to the service proposal

  • The customer acknowledged and authorized the charge amount

In order to prove the above, you'll need to send the following evidence:

  • A signed receipt or invoice showing a detailed description of the service, the customer's information (name, phone, address), with a readable signature

  • Before and after photos (if applicable)

Pro Tip: When submitting evidence, upload them as an image or PDF file (audio and video files will not be accepted by the bank). Do not include requests to call or email for more information, or links to click for further information. Banks will not make phone calls or follow external links.

By providing the requested information, it does not guarantee that the dispute will be resolved in your favor.

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