Payment Dispute
One of the benefits of using Flo2Cash is that both customers and merchants can take advantage of our dispute resolution centre to resolve problem transactions.
We understand that it’s never pleasant to have a problem with a transaction. If you do, though, the Flo2Cash Resolution Center will help you resolve it as quickly as possible.
Step 1 - Identify issue
Most disputes are the result of simple misunderstandings. It’s best to initiate communication with the merchant as soon as you recognize a potential problem.
Step 2 - Open dispute
Reasons for opening a dispute include:
- Goods or services not received: You paid for a good or service but never received it
- Goods or services significantly not as described: You received a good or service that was significantly different than the merchant’s description
When you open a dispute, you will inform Flo2Cash about the type of problem you are having and then post a message explaining the situation to your merchant.
Try not to enter communication with the merchant under the assumption that they are acting unfairly or unreasonably. Make it clear that you see the situation as resolvable and include some suggestions about how the merchant can satisfy you. The vast majority of merchants welcome the opportunity to work out problem transactions and agree on a solution.
Flo2Cash will contact the merchant letting them know that you have opened a dispute.
Step 3 - Customer and Merchant negotiate to resolve issue
The merchant will review your message and respond to you and Flo2Cash. From here, you can communicate directly by posting messages back and forth.
If you opened a dispute because you never received your good or service, the merchant might post a message that includes the evidence or information on when the good was shipped or service rendered.
Step 4 - Dispute is closed or escalated to Flo2Cash claim
To help ensure that problem transactions are addressed within a reasonable period of time, you are advised to close or escalate your dispute to a Flo2Cash claim within 20 days. After 20 days, your dispute will automatically close.
If you've reached an agreement with the merchant, you can close the dispute at anytime.
It's important that you wait until you are 100% satisfied that your concerns have been addressed before closing the dispute. A closed dispute cannot be re-opened or escalated to a Flo2Cash claim.
Flo2Cash will mediate this process for both you and the merchant.
Step 5 - Flo2Cash investigates and closes claim
Most disputes are resolved through open communication but, unfortunately, this is not always the case. Escalating to a Flo2Cash claim is your best option when you and the merchant cannot agree on a resolution within 20 calendar days of the date the dispute was opened or if one party chooses not to communicate.
By escalating to a claim, you are asking Flo2Cash to decide your case. Flo2Cash will use the messages you and the merchant exchanged during the dispute along with other information to determine the appropriate outcome.
You can respond to requests for information from Flo2Cash and track progress of a claim by contacting our Resolution Center.
