What is a dispute?

A disputed payment (also referred to as a “chargeback”) occurs when a cardholder questions your payment with their card issuer (like Visa, Mastercard, or their bank). The card issuer creates a formal dispute which immediately reverses the original payment along with a separate $15.00 dispute fee levied by the card network.

When a payment is disputed by a cardholder, this payment and the $15 fee are removed from your payment account.

What can you do?

Time To Pet Payments has a dispute resolution process through which you can respond and submit evidence to make your case that the payment was valid. Our customer support team will help you along this process. If the dispute is found in your favor, the disputed amount and the $15.00 dispute fee are returned back to you. If the dispute is upheld, the card issuer’s decision is final, and the original payment remains refunded.

How to respond to a dispute?

The first step after being notified of a dispute is contacting the customer. In some cases, the customer may not recognize or remember the transaction when they reviewed their statement, causing them to initiate the dispute. If this is the case, your customer should contact their card issuer and withdraw their dispute. Even if your customer withdraws their dispute, it is important to keep detailed documentation of this communication with your customer. Attempt to keep a copy of all communication records electronically (like through Time To Pet or via email). Time To Pet will help you use this communication as evidence to the card issuer.

If the customer does withdraw their dispute - they will be sent (either electronically or via physical mail) a "withdrawal letter" from their card issuer. Please request this letter from the client and send it to Time To Pet support so we can submit it as evidence.

If the customer is unresponsive or unwilling to withdraw their dispute – you can submit additional evidence to the card issuer. This evidence may include:

  • Photographs or emails to prove a link between your customer, your business, and the customers’ use of your services. Much of this information may be included in your Time To Pet account.
  • Evidence that the person who used your services is, in fact, the cardholder. Again – this data may be included in your Time To Pet account.
  • Documentation showing proof that a service was provided to the cardholder, including the date on which the cardholder received or began receiving services. This may include a signed contract or other written agreements.

Accepting a dispute?

If you choose to do so, you can accept a dispute, effectively agreeing with the cardholder that the dispute was valid for the reason given. Accepting a dispute is not considered an admission of wrongdoing and is sometimes the most appropriate response. Because the customer has already received their refund via the dispute process—if you agree they should have been refunded, it’s best to accept the dispute.

If you do not plan on submitting any evidence, you should also accept a dispute, as dispute activity is calculated based upon disputes received – not those won or lost.

Additional Dispute FAQs

Q: What is the window of time for responding to a dispute?

There is a limited period of time in which disputes can be responded to. This is typically 7-21 days. After this period has passed, no additional responses or evidence can be submitted.

Q: After submitting evidence, how long does it take for a decision to be made?

Once you have submitted a dispute response, it generally takes the card issuer 60-75 days to reach a final decision.

Q: Can evidence be submitted more than once?

Dispute evidence can only be submitted once. Make sure to provide all relevant information and review it carefully before submitting it.

Q: Should I include contact information with my dispute evidence?

Do not include links or requests to call or email in your evidence. The card issuer evaluating the dispute will not call merchants, or customers, or follow external links.

What’s next?

If you are choosing to resolve the dispute (instead of accepting it), the first step is to contact your customer and ask about the disputed payment. Remember that Time To Pet’s customer support team will help you along this process and will submit all evidence on your behalf. If you have any questions, please let us know.

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