Photo by Liza Summer
An upset customer, a miscommunication, or an outright lie. Disputes can be tricky, but with Moovs, we make it easy to recognize, accept, or fight disputed claims. Disputes happen when a customer reports to their credit card company that they don’t recognize a transaction. If the customer didn't make the transaction, the credit card company will usually side with the customer and clawback the charges for the transaction. However, if the transaction was real, and the customer is incorrectly filing the dispute, the business owner should be paid the full amount for the service they provided. In this article, we are going to show you how you can use Moovs to combat disputes and make sure you are paid.
Disputes are automatically tracked and recorded through the Stripe payment platform. If you go to your Dashboard page on stripe.com, you will find a section labeled “disputes.” Click the link on this section and you will be able to see all the disputes listed, as shown in the photo below:
When you receive a dispute, you can respond to it and submit the appropriate evidence or accept it. In the stripe dashboard, you’re asked to provide different pieces of evidence and upload any necessary files, depending on the dispute type. These steps increase the likelihood of a dispute being found in your favor. Credit card companies provide you with a limited window of time to submit evidence, so we recommend that you submit your evidence against the dispute as soon as possible after learning about the dispute.
The more evidence you are able to provide, the better the likelihood of winning the dispute. Examples of evidence include, your Moovs trip log, other web logs, email communications, delivery confirmation,, and so on, can all help. Stripe automatically puts the evidence you provide into a format accepted by card issuers. This includes all mandatory payment information (for example, amount, date of payment), CVC or postal code verification results (if available), and any additional information or documents that you provide.
To maximize your chances of succeeding, we recommend that you keep your evidence relevant and to the point. An example would include:
Jenny Rosen purchased X from our company on [date] using a Visa credit card. The customer agreed to our terms of service and authorized this transaction. We provided her with a ride on [date] from [pickup] address provided by the customer, and dropped them off at [drop off] address.
Additionally, Include proof of customer authorization :
Furthermore, include a copy of your terms of service and refund policy. It's critical to provide proof that your customer agreed to and understood your terms of service at checkout, or didn’t follow your policies.
Format the documents and images to upload.
When submitting documents or images as evidence, use the following recommendations to make sure they can remain legible:
When uploading screenshots:
Disputes with customers can be tricky, but with the Moovs and Stripe integrated dashboard, we are making it easier than ever to be notified of a dispute and take corrective action to resolve the issue.
