Disputed Payments
When a client disputes a payment, here’s how it works today:
Where disputes appear
Disputed transactions will show up in the All Payments report and filter status as "Dispute".
You’ll be able to track all disputes from this report.
What is a dispute?
A dispute is the action of a client disputing a charge with their bank.
Cardholders typically have 60–120 days to initiate a dispute through their bank; this timeframe varies from bank to bank.
When a chargeback is filed, a $20 dispute fee is charged to your account.
Fighting a dispute
You have the option to fight the dispute by submitting evidence.
Go to the client's profile > Payments > click into the Disputed Payment and submit evidence.
If you choose to fight the dispute, an additional $20 dispute fee is charged (for a total of $40 in dispute fees).
If you win the dispute, the funds stay with your business and the full $40 in dispute fees is refunded to you.
If you lose the dispute, the client is refunded and you do not receive the dispute fees back.
Important notes
It's always a good idea to communicate clearly with your clients and keep detailed records (e.g., class sign-ins, waivers, communication logs) to strengthen your case in the event of a dispute.