When it comes to managing disputes between cardholders and merchants, each card network follows its own structured process. Despite variations among networks, the fundamental approach remains consistent.
Overview of the Dispute Process
Upon the occurrence of a dispute, the disputed amount, along with the dispute fee, is temporarily withdrawn from your Stripe balance by the card network. Subsequently, the card issuer evaluates the evidence provided by both parties before making a final decision on the dispute's resolution.
NOTE: Pabau and Stripe do not participate in the dispute process and have no sway over the final decision. Nonetheless, we are here to assist you through every step of the process.
Challenging Disputes
Merchants have the option to challenge a dispute by presenting evidence to the card issuer or to choose not to challenge it and accept the dispute. Not contesting the dispute may be interpreted as an acknowledgment of its validity by the networks. Therefore, submitting evidence is crucial for maximizing your chances of winning the dispute.
Making the Decision
When a dispute arises, merchants face the initial decision of whether to challenge it. This decision should be informed by a thorough review of the dispute details and the perspective of your customer. Additionally, assess whether you possess evidence to refute the dispute. Based on these considerations, you can decide whether to counter the dispute or accept it.
Gathering Evidence
If you opt to challenge the dispute, your Pabau dashboard will provide a timeline for submitting evidence. Utilize this time to gather relevant evidence to support your case. While disputes may seem complex, especially if you're unfamiliar with them, we provide comprehensive guidance on what evidence to include in your submission.
Types of Evidence
Depending on the reason for the customer's dispute, various types of evidence can be submitted to counter the claim. For instance, a dispute regarding "Product not received" can be countered with evidence of delivery, such as customer-signed confirmation.
Final Decision
The evidence you provide serves as the sole communication between you and the issuer during the dispute process. Based on this evidence, the issuer will make a final determination on whether the dispute is resolved in your favor or the cardholder's.
Prevention is Key
While disputes are inevitable in the payments ecosystem, preventing them whenever possible is advantageous. Learning from past disputes can inform strategies to minimize future occurrences. Explore our documentation for insights on preventing disputes for your account.
By understanding the dispute process and proactively managing disputes, you can safeguard your interests and maintain positive customer relations.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy. It offers in-depth video tutorials and lessons, offering a holistic learning experience that can equip you with the essential skills for achieving success with Pabau.