Handling Disputes and Evidence Submission
When a customer disputes a charge with their bank, you usually get a chance to respond with evidence. How well you do this determines whether you keep the money or lose it along with a fee.
This article explains the dispute process and how to give yourself the best chance of winning.
The Dispute Timeline
- The customer raises a dispute with their bank.
- The provider notifies you and freezes the amount.
- You submit evidence within a deadline.
- The bank decides and the amount is returned or kept.
Evidence That Wins
- Proof of delivery or service provided.
- Records of customer communication and agreement.
- Your refund and terms-of-service policies.
- Matching IP, device or login details where relevant.
Prevention Beats Cure
Most disputes are avoidable. A clear billing descriptor, easy refunds and prompt support resolve issues before they ever reach the bank, which is always cheaper than winning a dispute.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.