When running your business, there may be times when something goes wrong with a sale. When this happens, your customer can issue a payment dispute or chargeback by asking their card issuer to reverse the charge. If this happens, our team of disputes resolution specialists is here to help you navigate the process.
Payment Dispute Process Overview
When a buyer disputes a payment, their card issuer contacts us to get more information about the sale. We will then reach out to you to request any supporting evidence you have to assist us in challenging the dispute. This process is completely free – WallP does not charge you for receiving the dispute or for our assistance in helping you each step of the way.
We want your case resolved as swiftly as possible, but keep in mind that the timeframes and procedures surrounding the dispute process are managed by the card networks — not by WallP. We will do our best to represent your case to the issuer, who will grant the final resolution.
The Dispute Process
The process may be lengthy, but we've made it an easy three-step process.
If the card issuer reaches out to us about a dispute, you will receive notification via email. In the email, we’ll provide you with a description of why your customer requested the chargeback and what the card issuer needs to resolve the case.
2. Your Response
You will have seven days to submit your response to the Information Request Form found in the notification email and in your WallP Dashboard .
If you want to return the funds to your customer, select “No” on the first page of the form.
Once we receive your response, we will let the card issuer know and the funds will be returned to your customer. If you do not respond to the form, we will auto-challenge the case using the payment information we have on file.
If you would like to challenge your customer’s dispute claim, select “Yes” on the first page of the form. Then read over the details provided, collect your supporting documentation, and submit it to us using the form. If we think the card issuer may want more information, we'll reach out.
Once we receive sufficient information from you, we'll submit your case to the card issuer for review. If you are unable to send us supporting documentation within the response period, we’ll review the payment information we have on file and use this to submit a response to the card issuer.
An immediate hold will be placed on the payment for the duration of the dispute process. Please note that if the funds are not available in your WallP balance, your linked bank account will be debited to cover the disputed amount.
It’s now up to the card issuer to resolve the case. It can take up to 90 days for the issuer to send us their decision, but we will notify you of the decision as soon as we receive it.
If the card issuer preliminarily resolves the case in your favor, your customer will be given the opportunity to re-open the case. If after 60 days your customer has not re-opened the payment dispute, we will release the deferred funds back to your account. Please note that disputes may be reopened after 60 days. If this happens we will notify you via email, re-collect the funds, and request further information.
If the card issuer resolves the case in your customer’s favor, the transaction will be cancelled and your customer will receive a refund for the disputed amount. This decision is final – WallP can no longer assist you in getting the funds back once this decision has been made.
If you would like to know the status of your case during the resolution process, feel free to email us. We will be happy to let you know what’s going on.
Visit our frequently asked questions for more about the dispute process.
Dispute Reversals (Expediting the Process)
If you have been in touch with your customer and are able to come to an agreement outside of the dispute process, make sure to follow the instructions below as they relate to you.
A. The Funds Need to be Returned to You
At any time during the dispute process, request that your customer contact their bank to cancel the dispute. Once your customer cancels the dispute, the issuer will send them a confirmation letter or email. Request that letter from your customer and email it to us as a PDF or JPG attachment. If the letter confirms that the case has been closed, we will release the payment hold on your account if there is one.
If you have already sent us your information for the card issuer and are unsure if a resolution has been reached, please email us to check on the status of your case. Once we receive the issuer’s resolution, we can guide you through the next steps.
B. The Funds Need to be Returned to Your Customer
If you are within the 7 day response timeline, please select “No” in your information request form. Otherwise, contact us to see if we are still within the timeframe to accept the dispute. If you do not respond to our request for information we will not automatically returned to your customer.
If you’ve come to an agreement with your customer and are still unsure what to do, send us an email. We'll let you know what steps to take.
Holds on Disputed Funds
When the credit card issuer notifies us of your dispute, they also debit WallP’s account. We let you know of the dispute right away and also place an immediate hold on the disputed funds by either withholding funds from your WallP balance or debiting your linked bank account.
Although the disputed amount will be held for the duration of the dispute process, we will release the funds back to you as soon as we receive notice that the dispute has been resolved in your favor. If the case is resolved in your customer's favor, the held funds will be returned to your customer.
If we are unable to successfully hold the disputed amount from your WallP balance or from debiting your bank account, your balance will then reflect the negative disputed amount. Any future payments you take will go towards the outstanding balance.
If the case is resolved in your favor, we will release the deferred amount back to your WallP balance. Your WallP balance will be adjusted to reflect the resolution, and any payments that were withheld will be credited back to your linked bank account.
If the case is resolved in your customer's favor, our Financial Services team will reach out to you help collect the funds in a manner that works for both you and WallP.
Per our Seller Agreement, we are not liable for any overdraft fees you may incur from debits to your bank account. To prevent any unwanted fees, please be sure to keep sufficient funds in your linked bank account to cover your largest transaction.
While they don't happen often, payment disputes are a risk you take when accepting payment cards. If you take the following precautions, you'll reduce the likelihood of receiving a dispute and be prepared in the event that you do receive one.
Take a moment to learn about best practices for accepting payment cards and how to prevent fraud.
Present Your Refund, Return, and Cancellation Policies on Your Receipts
Write out and present your return, refund, and cancellation policies on your receipts or any other agreements made at the point of sale. Presenting a no returns/refunds/cancellation sign at the point of sale is not sufficient to verify your business's policies.
Make the Name on Your Customer's Bank Statements Recognizable
Make sure your business name reflects the type of goods or service you provide. If you don't have a business name, include your service followed by the name of the city where you provide your service (eg. Taxi - Jaipur, RJ). Do not use your personal name as your business name. Your customer may not recognize this name when it appears on their statement.
Communicate with Your Customers
Initiate and maintain open communication channels with your customers with WallP Feedback. Clearly communicate expectations around pricing, sales tax, delivery, and shipping.
Keep in mind that you can always re-send a receipt from your mobile device or from the WallP Dashboard.
Improving the Payment Dispute Process
We're constantly trying to make our payment dispute process better. If you have suggestions for improving it, please share them with us.