So, you got an email about a customer disputing a charge and the funds being withdrawn from your account....
Frustrated? We would be too!
The good news is that you have a chance to resolve the dispute if you have the proper evidence to back it up!
What Is A Dispute/Chargeback?
"A dispute (also known as a chargeback) occurs when one a cardholder questions your payment with their bank or credit card company. The bank creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $15.00 dispute fee (for users in the United States) levied by the card network, is then deducted from your account balance.
There is a dispute resolution process through which you can respond and submit evidence to make your case that the payment was valid. If the dispute is found in your favor, the disputed amount and fee is returned back to you. If a dispute is upheld, the bank’s decision is final and the cardholder’s payment remains refunded."
How Do I Prevent Disputes?
"In general, you should make your terms of service and policies easy to find on your website, and require customers to agree to them. Banks can be very specific about how policies are presented to your customers. There must be reasonable evidence that your customer was presented with a full copy of your policies prior to their purchase."
So what can you submit as evidence?
Here are the best things to send over to Triib support to submit as evidence to Stripe.
1. YOUR WAIVER! This is a document that every member is required to sign and agree to. If you add your cancellation/refund policy into the waiver, submitting this signed document as evidence is a great start.
*see: Waiver Signatures
2. Membership Contracts. Another signed document that will help the bank see that the customer agreed to pay for a certain time frame/rate.
*see: Membership Contracts
3. ALL customer communication! If you have an email thread with this customer regarding the cancellation, screenshot it and send it over. Any sign that your customer is aware of the charge/policy tells the bank that yes, they did know about the charge.
Overall we know this isn't an ideal situation, but with proper prevention its an easy resolution! It typically takes up to 90 days to hear back about the final decision. Gather it all up, send it over, and we'll do our best to resolve the dispute ASAP.