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A dispute occurs when a customer questions your charge with their card issuer. When this happens, you're given the opportunity to respond to the dispute with evidence that shows that the charge is legitimate.
While a dispute is being processed, the amount of the dispute along with a separate dispute fee is deducted from your Space's balance. If you win the dispute (or the customer withdraws their claim), then the fee is reversed and the disputed amount is returned to your Space. If you lose the claim, then the disputed amount is returned to the customer and the dispute fee becomes permanent.
Dispute Process
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If possible, the best method of resolving a dispute is to contact the customer directly and work with them to resolve their issue. Most disputes are caused by a customer not recognizing a charge on their bank statement from a legitimate vendor. |
A dispute can have any of the following statuses:
Initiated | This is the initial stage of a dispute and indicates that the bank is awaiting evidence to be submitted on the behalf of the vendor. A due date will be specified, but you will normally have between 7 and 21 days to respond. |
Reviewing | All evidence will be reviewed and a decision will be made. This process usually takes between 60 and 75 days. |
Refunded | A Space can choose to manually refund the customer's transaction. |
Lost | If the dispute is resolved in favor of the customer, the funds are sent to them and the Space's fee becomes permanent. |
Won | If the dispute is resolved in favor of the Space, the funds are reinstated and the fee is reversed. |
Dispute Categories
Disputes fall into one of the following categories.
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Setting a recognizable statement descriptor can help avoid disputes. |
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Dispute Warnings
In some circumstances, a warning can be received before a formal dispute has been filed.
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