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What is a dispute?
Check out our comprehensive guide to Chargebacks for Field and Home Services Merchants.
A dispute happens when a client questions a payment from their credit card statement with their bank (credit card company). The bank will create a formal dispute which reverses the payment amount from your connected bank account, alongside a dispute fee, and that payment amount and fee is held by Stripe until the dispute has an outcome.
There is a dispute resolution process where you can respond and submit evidence to make your case that the payment you charged was valid. If the dispute is found in your favor, the disputed amount and fee is returned back to you. If the dispute is upheld, the credit card company’s decision is final, and the client’s payment is given back to them.
What happens in Jobber when a client disputes a payment?
The payment in your client's Billing history box will be struck through and show as 'IN DISPUTE' when a client disputes a payment. The amount of that payment is taken out of their current balance. You can click on the payment to see more information about the dispute.
If a dispute occurs, our Jobber Payments team will email all admin users on your Jobber account from firstname.lastname@example.org. 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.
On the Jobber Payments Transactions page, you will see the transaction labelled as a 'Refund' since those funds are currently being held, this will also come through your Transfers report.
What to do when you have a disputed payment?
Once a dispute has been initiated by a client you have two options for how to respond:
- Accept the dispute
- Submit evidence for the dispute
It is not possible to process a refund on the disputed payment.
Learn more about how to respond to a Jobber Payments dispute.