Payment Dispute
Step 1 - Notification of dispute
By opening a dispute, a customer is asking for your help to resolve a problem transaction. A customer is required to open a dispute before they submit an official claim with Flo2Cash.
Most disputes are the result of simple misunderstandings and by communicating with your customer, you have a chance to provide customer service and gain future business. Plus, if you are able to agree on a solution, Flo2Cash will protect you if the customer later decides to file a chargeback against the transaction.
Reasons for opening a dispute include:
- Good or service not received: Your customer has not yet received the good or service
- Good or service significantly not as described: The customer believes that the good or service they received is significantly different than your description
When a customer opens a dispute, you’ll be notified by email.
Step 2 – Customer and merchant negotiate to resolve issue
You can review the customer’s reason for opening the dispute and reply by posting a message.
Try not to enter communication with the customer under the assumption that they are acting unfairly or unreasonably. Make it clear that you see the situation as solvable and include some suggestions about how you would like to resolve the dispute.
Because the funds associated with a disputed transaction may be held until the situation is resolved, it is in your best interest to communicate with the customer as quickly as possible.
Step 3 - Customer closes dispute or escalates to a Flo2Cash claim
To help ensure that disputes are resolved within a reasonable period of time, a customer must escalate a dispute to a Flo2Cash claim within 20 days. After 20 calendar days, a dispute will be considered closed.
Although a customer can escalate a dispute to a claim at any time, they are less likely to do so if they feel that you are working with them to resolve the issue.
Step 4 - Flo2Cash investigates and resolves claim
Most disputes are resolved through open communication but, unfortunately, that is not always the case.
If a dispute is escalated to a claim, a Claim Resolution Specialist will use the messages you and the customer exchanged during the dispute along with other information to decide the outcome of the case. You can respond to requests for information from Flo2Cash and track the progress of a claim using our dispute resolution service.
Your options for resolving a claim will vary depending on the type of claim the customer has filed. Options may include:
- Offering the customer a full or partial refund
- Providing a refund if the customer returns the good to you
- Providing information to dispute the merits of the claim
Once a claim is filed, you and the customer will be subject to specific deadlines for responding with information so that Flo2Cash can make every effort to resolve the matter as quickly as possible.
