How to respond to a Disputed payment
Modified on: Tue, 25 Apr, 2023 at 3:00 PM
When an account owner files a dispute against a payment, a bank alert is sent to Paid and Paid notifies you via email notification or in your PaidPayments dashboard.
When you receive a dispute notification, ensure that you resolve it before the deadline. If you do not respond an irretrievable refund will be confirmed to the account holder and a dispute fee charged to your account.
- Review the dispute category
Each dispute category specifies different response requirements. Your first step is to review the reason for the dispute so you can collect the appropriate evidence to counter the dispute.
Inquiries appear as disputed payments in the Dashboard, but in fact, they represent a pre-dispute stage. This usually occurs when an account owner doesn’t recognize a transaction on their account. If you are able to respond at this stage to resolve any questions you may prevent a formal dispute escalation. If an inquiry escalates to a chargeback, you will need to submit another response.
- Work with the account owner
Once you have reviewed the claim, contacting the account owner may give you insight to better understand the complaint and help you decide how to proceed.
Be sure to keep note of all communication with your customer during this process, as these files can be submitted as part of your evidence for a dispute response.
- Decide to accept or challenge the dispute
When you have a clear understanding of the dispute, you can decide whether to accept or challenge it. Consider the following questions:
Is it a valid claim? If not, can I provide evidence to disprove the claim? Can I work with the account owner to resolve their issue amicably and withdraw their dispute? (Perhaps I could offer a store credit or a replacement item?)
Submit evidence through the PaidPayments Dashboard
Click Submit Evidence to open Paid's dispute response form
Provide details about the dispute - add customer, product and shipping information as applicable
Review any evidence pre-populated for your Paid transaction and add any missing details
Gather your Supporting evidence and upload it following the guidelines provided
Check the Dispute status
After you submit a response, it will be sent to the customer's bank for review. The Dispute status changes to Reviewing. The bank will make a final decision within 3 months, and we will be in contact if they need any more information. When Paid is informed of the issuer's decision, we inform you of the outcome by email, and by updating the Dispute status in the Dashboard:
Won - This means the bank decided in your favour and the dispute is overturned. The chargeback will be returned. Dispute fees will not be returned
Lost - In this case the bank has decided in the account owner's favour and the dispute is upheld. The cardholder refund is permanent and the dispute fee is not returned.
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