Important Note: We will inform you (the practice principal) of a client payment dispute via email before taking any action (e.g. submitting evidence to the bank in your behalf). 

  • For direct debit disputes, we will only be able to send one email as the window from the time we hear back from our payment provider until the due date to submit evidence is shorter.   
  • For credit card disputes, we will follow-up via email if we don't receive a response from our first email in 2 business days. If we still don't hear back after our second email, we can no longer submit evidence to our payment provider which means you will need to settle the dispute directly with the client. 

We highly recommend to check your emails (at the practice principal email address) on a timely basis so you don't miss a dispute notification.

Dispute Overview

A ‘disputed transaction’ can arise for a variety of reasons. The most common types of disputed transactions include fraudulent transactions, unrecognised transactions, unauthorised transactions, duplicate processing, and recurring transactions.

Receiving a Payment Dispute Notification From Us 

We will inform you (the practice principal) about the client payment dispute via email before taking any action (e.g. submitting evidence to the bank on your behalf).  For direct debit disputes, please note you will receive one email, but for credit card disputes, you may receive two if we don't receive a response from our initial email.

Should you receive a dispute notification, please respond immediately. Failure to do so may result to a legitimate charge back against your account.

You can respond to a dispute notification in two ways:

  1. Accept the dispute
  2. Challenge the dispute by submitting evidence

Please reply back to our notification in either case as to which you would like to do.

Submitting Evidence 

If you choose to challenge a dispute, we will ask you to:

  1. Contact your client to try to resolve the dispute. It is possible that the client did not recognise the transaction and can contact their bank to withdraw the dispute
  2. Submit evidence (as requested by our payment provider) as to the validity of the charge. We will send you a follow-up email in case of non-submission if you have

You will need to provide evidence for every dispute you wish to challenge, even if the client has advised you that they will be withdrawing the dispute.

While we always encourage you to contact your client to withdraw the dispute, some client might not be able to or might simply forget to withdraw a dispute. This is where evidence submission will be important to challenging the dispute.

Below are the different dispute types and the suggested documents you can submit as evidence as recommended by our payment provider.

Key to us being able to provide this information is having an up-to-date and accurate engagement letter signed by your client. Engagement letters signed internally by the practice cannot be submitted as evidence and other evidence will need to be provided by you (e.g., email correspondences to the client, proof of provision of services etc).

Dispute Categories and Recommended Actions

Dispute outcomes:

If you win the dispute, we will inform you that the dispute was resolved in your favour, and that no reversal/clawback will be processed.

If you lose the dispute, then we will reverse the disbursed payment from your account and inform you about the outcome.

When do we process the reversal of payments from your account?

We will process a reversal after receiving confirmation from our payment provider that the dispute has been resolved in the clients favour (you have lost the dispute).

This timeline may vary, but estimates are given below:

  • If we fail to receive a response to our email notifications, we will not submit evidence and the dispute will automatically be resolved in favour of your client generally within 2 weeks (but this may vary). 
  • If you accept the client's dispute, we will not submit evidence and the dispute will automatically be resolved in favour of your client generally within 2 weeks (but this may vary).
  • If you challenge the dispute and provide evidence within the timeline for submission, we will submit this evidence to the payment provider. The payment provider will generally provide a decision within 45 days of the submission deadline (but this may vary).
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