Jobber Payments Disputes
What is a Dispute?
A dispute is when a cardholder (client) questions a payment with their credit card company. When they asks to dispute a payment, their bank will immediately reverse the charge. This gives the client back the funds, and begins the investigation process to determine if the dispute is valid.
What happens in Jobber when a client disputes a payment?
If a dispute occurs, our disputes team will email all admin users on your Jobber account from email@example.com. We will help you with the dispute process, and will submit the evidence you provide to the client's bank. You can also use our disputes email to ask any questions about your dispute.
When a dispute is made you will see this directly in the client's Billing history. The payment will be labeled as 'In Dispute' and that amount will be taken out of their current balance. You can click on the payment to see more information about the dispute.
On your Jobber Payments Transactions page you will see the transaction labeled as a refund since the bank has withdrew those funds, this will also come through your Transfers report.
What to do when you have a disputed payment?
Once a dispute has been initiated by your client you have two options for how to respond:
- Submit evidence for the dispute
- Accept the dispute
- If the client was right to dispute the charge then you can accept the dispute so they will receive their payment back.
It is not possible to process a refund on the disputed payment. Please see Accepting a Dispute below for more information.
Evidence is collected to show the bank that the charge to your client was valid. Before you submit evidence for a dispute, we recommend contacting your client directly via email. Often disputes happen because of a misunderstanding between the cardholder and the company. It's possible that your client may not have recognized the transaction on their credit card statement, or forgotten they had the service done.
Once a dispute is reported, there is a due date for when all evidence needs to be submitted. Typically this is 7-21 days from the date the dispute is reported. Our disputes team will work with you to gather this evidence and submit it to the bank for review. Once evidence has been submitted, it can take up to 2½ months for the bank to reach a decision.
What to submit:
If you need to submit evidence for a dispute, we can gather the evidence for you from your Jobber account. If there is evidence outside of your Jobber account you need submitted, you can email it to us at firstname.lastname@example.org and we will submit this for you along with the evidence from your account. You will want to provide evidence that is appropriate to the reason for the dispute.
Types of evidence you may want to include are:
- Any records of communication you had with your client, such as emails or text messages, that show that you provided the service or products.
- Any documents the client signed pertaining to the service or product.
- A screenshot of your terms of service and/or refund policy, as they would have been seen by the client.
- Any evidence from softwares other than Jobber to show you provided the service. For example, GPS or Timesheet entries from another software showing your employees performed the service at the time and/or place of the service address.
How to format evidence:
If you are sending in images for a dispute, make sure the image is a good enough size and quality to be printed and still be readable. Any text should be 12 pt font or larger. Crop images to the area of interest and use arrows or circle any key areas. Banks may format the image in black and white, so it is best to avoid color highlights.
If you have documents you are submitting, these are best formatted as PDF files.
Any explanation you provide along with your documentation should be relevant and brief. Banks deal with many disputes each day, so it is important information is clear and concise.
What if the client withdraws the dispute?
If the client calls their credit card company to withdraw the dispute, it is still important to submit evidence. Submitting evidence shows the bank that the payment was valid, and that you are not accepting the dispute. This is also incase the client is unable to or forgets to call their credit card company to withdraw the dispute.
If you have a record of communication, such as email or text messages, with your client saying that they are withdrawing the dispute, then you will want to include this as part of your evidence. This will help show to the bank that the client disputed the payment by mistake.
Even if a client calls their bank to withdraw a dispute, it can still take up to 2 months until the bank resolves the dispute. This is because the process involves a rigid series of formal steps between banking entities.
What happens after you submit evidence for a dispute?
After evidence is submitted for a dispute, the bank will review the evidence and make a final decision about the charge. This process can take up to 2½ months. As this is a formal procedure executed by the cardholder's bank we are unable to speed up the process. When the dispute is closed, you will be emailed with the outcome.
If the dispute is found in your favor, the dispute funds and fees will be returned to your bank account.
If the dispute is found in the client's favor, the dispute funds and fees will not be returned to your account.
Accepting a Dispute
You can accept a dispute if you agree with the cardholder that the dispute was for a valid reason, and that the payment should be returned to the cardholder. The dispute will then be shown as lost, and the disputed amount and fees will not be returned to you.
If you do not intend to submit evidence for a dispute or respond to it, then it is best to accept the dispute. Accepting a dispute does not negatively affect your business.
Inquiries vs. Disputes
An inquiry is when the bank is asking for more information about a charge before they decide to dispute it. Inquiries are also called 'retrievals.' Inquiries appear the same as disputes in your Jobber account however, in the case of an inquiry, the bank does not give the payment to the client. The payment remains in your account, unless the bank decides to proceed with a formal dispute.
In the case of an inquiry, you would respond the same as if it were a dispute, as outlined above. If you have questions about an inquiry, you can email us at email@example.com.
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