Disputed Charges
What is a disputed charge?
A dispute is when one that your members has asked their card issuer, bank, or other financial institute to cancel and/or refund a payment steaming from your club.
Because all of the billing you manage for your club in Commit is managed by our third-party billing vendor, Stripe. We first receive the alert of a dispute and will contact you or someone fro your club regarding this alert.
We'll provide which billing account it is related to, what the invoice(s) were for, and any forms/claims that are provided explaining the reason for the member's dispute.
Finally we will be given a deadline to respond to the dispute by. If we do not respond by that deadline, the funds will automatically be withdrawn and given to back to the member.
Even if we do respond, there is no guarantee that your club will "win" the dispute.
We highly recommend you communicate with new members that if there is an issue with billing or charges, they contact your club first to resolve it. This will not only eliminate any confusion, but will save time both investigating the charges and settle the matter faster.
Note: The full lifecycle of a dispute, from initiation to the final decision from the issuer, can take as long as 2-3 months to complete.
Since Stripe is the vendor we use, we will help you to file a counter against the dispute and work as your intermediary.
Here some info from Stripe:
While each dispute reason requires specific types of evidence to show why the payment should stand, some types of evidence are universal for all dispute responses.
Providing evidence of one of the following has a high likelihood of proving a dispute invalid and overturning the chargeback:
Once you get your notice from us, we recommend you reach out to your customer to better understand their complaint, and try to resolve the problem directly. Whether it is explaining the reason for the charge, any proof of refund policy (or other financial policy), and/or working out terms with the member to properly refund them.
Once you do - the next thing we need from you is any evidence to help us while we prepare to counter the dispute.
Regardless of what is decided between you and your member, we still need to submit evidence if you want to win the dispute.
NOTE: The dispute must first be settled before any funds can be refunded.
If part of the resolution with your customer involves an agreement that you will issue a refund to them, be aware that it might be weeks or even months before you’re able to issue one. Your customer withdrawing the dispute doesn’t necessarily speed up their issuer’s dispute timeline. You CANNOT issue a refund on a disputed charge until your customer’s card issuer returns a win on the dispute.
EVIDENCE
- Any documentation of the account owner withdrawing the dispute.
- Proof that you already compensated the customer before they initiated the dispute (either within Stripe or using some other method).
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In general, disputes that have been withdrawn don’t resolve any faster than other kinds of dispute.
After your customer withdraws a dispute, and you submit evidence, you can expect that the dispute will still follow the normal dispute timeline to come back with a win or loss from the network.
Please know, while we cannot control the outcome of any dispute, we will work side by side with you from the first alert of the dispute until after the final decision is made.
If you have questions about a dispute process, please contact us or work with the support team member who is managing your dispute claim.
Thank you!