Here's everything you need to know if a donor or buyer of yours disputed a charge
1️⃣ Why did my donor or buyer dispute their payment?
A payment dispute or chargeback occurs when a cardholder files a claim with their card-issuing bank to request a reversal of the charge. Most often, this happens when an individual doesn't recognize a charge from Zeffy on their bank statement and issues a dispute with their bank.
2️⃣ What happens when a charge is disputed?
As soon as a donor disputes a charge with their bank, the funds will automatically be removed from your account and returned to the buyer. This is because credit card companies will always protect cardholders before merchants.
As soon as the bank informs us that a donor has disputed the charge, you will immediately be informed via email that a charge was disputed. We will inform you of the charge that was disputed and will provide the buyer's contact information in said email. The buyer will also be informed that they disputed a charge via email.
You will also see the charge appear as "disputed" in your dashboard.
💡 Unfortunately, we have little to no control over the result of a dispute, as it is entirely in the donor's banking institution's hands.
The first thing we recommend doing is getting in touch with the cardholder to help them recognize the charge. You can then ask that they contact their bank to withdraw their dispute.
Update your statement descriptor
4️⃣ When will I know if the dispute is resolved?
Si la dispute est resolue en votre faveur, le statut passera de "disputé" à "réussi". Dans ce cas, les fonds seront automatiquement transférés sur votre solde et inclus dans votre prochain paiement.