In this article, we’ll guide you on how to manage a disputed payment (also known as a chargeback) within your Gymflow account. Disputes can occur when a customer questions a payment made through your business, and it’s important to respond quickly and effectively.
What is a Disputed Payment?
A disputed payment, or chargeback, occurs when a customer contacts their bank or card issuer to challenge a charge. This could be for various reasons, such as:
The customer does not recognize the charge.
The customer believes they were charged incorrectly.
The customer claims they did not receive the service they paid for.
How Gymflow Notifies You of a Dispute
When a payment is disputed, Gymflow will automatically send you an email notification with all the details. This email will include:
The disputed payment amount.
The customer’s details.
The reason for the dispute (if provided).
Stripe Dispute Fees
When a customer disputes a payment, Stripe withdraws both the disputed charge and dispute fee to cover the costs associated with processing the dispute. These fees vary by country:
Dispute Raised Fees:
United States: $15 per dispute.
Australia: $25 per dispute
United Kingdom: £20
Stripe also charges a fee to counter any disputes, before responding you should consider wether you have enough evidence to win the dispute and wether the amount disputed it worth the risk of further fees.
Dispute Countered Fee:
United States: $25 per dispute countered
Australia: $25 per dispute countered
United Kingdom: £20 countered
Note: These fees are deducted from your Stripe balance at the time the dispute is initiated. It's important to respond promptly and provide compelling evidence to increase the chances of a favorable outcome.
If disputes are won the original amount and the fee are automatically transferred back to your balance.
Managing Disputed Payments in Gymflow
You can manage disputed payments directly within your Gymflow dashboard:
Log in to your Gymflow owner account.
Go to Settings > Payments > Disputes.
You will see a list of any active disputes.
Click on a dispute to view the details and provide a response.
If necessary, upload evidence (e.g., proof of service, terms of service, communication with the customer).
Submit your response.