Disputes are a feature of card networks intended to protect cardholders from fraudulent activity.
A dispute occurs when a cardholder questions the validity of a transaction and contacts their card issuing bank to demand a refund.
When a customer disputes a payment with their bank, we are automatically notified and our team will pull all data to fight the dispute.
Some disputes may take up to 3 months to have a final outcome from the bank.
Here are our processes depending on the final outcome:
The dispute is lost
If we have had no contact from the customer, their account is automatically canceled.
If we have had contact with the customer and they wish to keep the account open, the customer will need to repay the fees originally disputed
If the dispute is won
We receive the funds back from the bank and you will see a reversal on the customer statement
We will repay those funds back to your location. It will be added as a line item on your next months earning statement
Please Note: We will only handle & fight disputes if we handle your billing.
If you are using your own merchant account and handle your own billing, the the disputes are your responsibility.