In this doc, we'll provide advice on how to use dispatch to submit evidence for a dispute.
We cannot emphasize enough that you should contact the customer first and make an inquiry into the dispute. You will be surprised how a quick email can often sort out a misunderstanding.
It is important to note that you can only submit evidence via the dashboard ONCE. To access disputes, navigate to billing > disputes.
Example Email:
"We noticed that on Date, you disputed a $00.00 charge for a ride at Time. We wanted to reach out and make sure everything was alright with your purchase and see if there's anything we can do to resolve any problems you might have had. Alternately, if the dispute was a mistake, you could easily withdraw it by calling the number on the back of your credit card. Thanks so much -- we really appreciate your business and look forward to working with you!”
Important Detail: When a dispute is initiated the charged amount will be automatically refunded to this customer (do not initiate a refund yourself) as the bank reviews the charges along with a $15 dispute fee that will be invoiced to you. The bank typically takes about 1-3 months to review the dispute to determine if the charge was indeed authorized by the customer. If the dispute is overturned, the money (including the $15 dispute fee) will be returned to your account.
When submitting disputes, there are some details automatically provided
Copy of the receipt
Copy of the signature (if there is one)
Copy of the chat between customer/driver
In order to further support your claim, you can upload supporting evidence that has not already been provided.
For example:
Proof of service
This document could include a copy of a signed contract, work order, or another form of written agreement, and should prove that a service was provided to the customer.
Cancellation policy
You should always make your formal cancellation policy clear on your website and anywhere else you communicate with customers! A downloadable PDF that customers can download is perfect. If you have the app, it should be in your terms of service!
Miscellaneous
This can include any other details you feel will strengthen your case-- text messages and emails between yourself and the client, for example.
Please Note:
- You can "accept" the dispute which means the dispute is lost and finished.