Starting August 31, 2023, Servgrow users will be responsible for all processing fees associated with the original card transaction when issuing a refund.
***Important Note: Please be aware that Servgrow has no control over the withdrawal of disputed funds from your account. The dispute process is entirely managed by your customer's bank, which dictates the reversal of the transaction.
What is a Dispute?
A dispute, also known as a chargeback, happens when a customer challenges a payment they made to you through their bank or credit card company.
ROLES & EXPECTATIONS
Servgrow
Servgrow serves as the liaison or middle man between you and Stripe, the payment processor.
While we keep you informed about the status of your dispute and submit evidence on your behalf, we DO NOT represent you in any legal capacity.
Stripe
The credit card processor partnered with Servgrow collaborates directly with your customer's bank during the dispute process.
Your customer's bank
Your customer's bank represents your customers interests and will initially side with them in any dispute.
No matter what, the bank will automatically pull the funds and hold them until the dispute has been resolved.
DISPUTE PROCESS
What happens when a customer of mine disputes a payment?
Your customer's bank creates a formal dispute with Stripe which immediately reverses the payment.
The payment amount is immediately deducted from your bank account, returned to your customer's bank, and refunded to the card used for the original charge.
Additionally, there is a dispute resolution fee of $30, which Servgrow will charge to the card on you have on file with Servgrow for your subscription billing.
If you win the dispute, the bank will return the funds to Stripe, and Stripe will issue a new payout to you. In addition, Servgrow will issue a $30 credit to your Servgrow account.
If you lose the dispute, the bank retains the funds and the dispute resolution fee.
***Important Note: Please be aware that Servgrow has no control over the withdrawal of disputed funds from your account. The dispute process is entirely managed by your customer's bank, which dictates the reversal of the transaction.
You can view any dispute on the 'Disputes' tab on the My Money page.
By clicking 'Disputes' you will access a list of all your disputes. This includes disputes requiring your response, those currently under review by the bank and all past disputes.
I have a dispute, what next?
If you have a dispute, there are a few options.
BEST WAY: The best way to overturn a dispute is to resolve the issue with your customer. Simply ask the customer to call their card issuer and rescind the dispute themselves and have them email a confirmation to you.
Working out and resolving the dispute with your customer will also get you back the $25 dispute fee.
**We still highly recommend submitting evidence to ensure the process is finalized and to protect yourself in case the customer changes their mind or forgets to officially withdraw the dispute with their bank. Stripe recommends following these specific steps.
Accept the dispute: By accepting the dispute, you are acknowledging it as lost. This is irreversible and permanent. The dispute fee of $25 will also be refunded.
To accept the dispute, please start at chat within Servgrow in the bottom right and type in 'Accept Dispute' along with the invoice #. Once we receive this, we will send you details on the next steps.Submit Evidence to fight the dispute: You have the right to submit documentation as evidence, to prove that the customer authorized the charge. You should demonstrate that the product or service was delivered as described at the time of purchase.
To submit evidence for the dispute, please start at chat within Servgrow in the bottom right and type in 'Submit Evidence on Dispute' along with the invoice #. Once we receive this, we will send you details on the next steps.
How will I know if a payment has been disputed?
You will receive an email from disputes@servgrow.com, sent to the support email address listed in your company profile, notifying you of any disputed charges. Please reply to this email with any questions.
How long do I have to fight the dispute?
You typically have between 7-14 days to submit evidence for the dispute. The final decision is usually made within 90 days after the evidence submission deadline. The specific timeframe will be detailed in the dispute email from disputes@servgrow.com.
What is the best way to resolve the dispute?
The most effective way to resolve a dispute is by directly communicating with your customer and having them withdraw the dispute with their bank.
What if I do not want to fight the dispute?
If you agree that the charge was incorrect, you can choose to 'Accept' the disputed charge. Note that accepting a dispute is irreversible and means you concede the dispute as lost.
What if my customer agrees to withdraw the dispute?
Even if your customer agrees to withdraw the dispute, you must still complete certain steps to ensure the process is finalized and to protect yourself in case the customer changes their mind or forgets to officially withdraw the dispute with their bank. Stripe recommends following these specific steps.
Still submit evidence -- this protects you in the event of your customer changing their mind and includes the letter/proof of withdrawal and re-billing.
Make sure your customer notifies their bank -- the customer MUST notify their bank. Once they do, the bank will formally re-charge the customer for the disputed charge amount and provide a letter of withdrawal, typically via email within 7 business days.
Retrieve proof of withdrawal -- ask the customer for a copy or screenshot of the letter of the re-billing as it appears on their statement once they have it.
SUBMITTING EVIDENCE
What if I have evidence that proves the payment is valid?
****We HIGHLY recommend you submit evidence to help your case.
Give yourself a fighting chance.****
What evidence can I submit to help prove the payment is valid?
Evidence submitted can include (but is not limited to):
Invoices
Pictures
Email communications
Shipment tracking numbers
Delivery confirmation
Proof of prior refunds OR replacement shipments, etc.,
Evidence can only be submitted once. Be sure to submit all evidence together.
Where do I send my evidence?
To submit evidence for the dispute, please start at chat within Servgrow in the bottom right and type in 'Submit Evidence on Dispute' along with the invoice #. Once we receive this, we will send you details on the next steps.