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In this article, you will learn about the types of evidence to submit when formally responding to a client dispute.
What is a credit card dispute?
A dispute is when a cardholder — typically your client — questions your Workiz Pay charge with their card issuer. A successful dispute can lead to a chargeback. A chargeback is when the cardholder is refunded the charged amount, with that amount being drawn from your Workiz Pay account. In the event of a chargeback, your business would also be charged a $25 fee.
If your Workiz Pay balance cannot cover the chargeback amount, the remaining amount will be drawn from your business bank account.
Workiz will notify you of a dispute via email, detailing the reason for the dispute as well as a description of the dispute.
You may be able to recover the chargeback funds by contacting your client AND formally responding to the dispute.
How to respond to a dispute
Because many disputes are often the result of a simple misunderstanding, we recommend that you get in touch with your client prior to submitting a formal response to the dispute. To learn more about how you should prepare to get in touch with your client, please see this article.
Even if you manage to resolve the dispute by speaking directly with your client, you must still file a formal response with your client’s bank. This process involves providing several pieces of information that serve as evidence. This evidence is designed to support your claim that the dispute should be dismissed and the funds should be returned to your business account.
The Workiz Pay team will request the evidence from you and then submit the evidence on your behalf.
Guidelines for gathering evidence
Only PDF, JPEG, or PNG file types are accepted
The combined file size cannot be more than 5MB
The combined page count must be fewer than 50 pages
Documents and images
All font must be 12 point or larger
Make sure that documents are US Letter or A4 size, in portrait orientation (you can still add screenshots to your documents in landscape orientation)
Use annotations (bold text, callouts, or arrows) to draw attention to important information
Avoid using color highlighting
Crop screenshots to the area of interest and circle any key components (e.g., delivery confirmation or signature)
General evidence for all dispute categories
Formally responding to a dispute with quality evidence will not guarantee that the dispute will be dismissed, but it will increase the odds of a favorable outcome for you and your business.
Here is a list of the basic evidence you should gather for all disputes:
A document or contract showing the client’s signature, such as:
Any communication with the client that you feel is relevant to your case, such as:
Text or email messages proving that they received the service
Text or email messages proving their use of or satisfaction with the service
IMPORTANT: Call or audio recordings are not accepted as evidence in dispute responses.
Receipt or message sent to the customer notifying them of the charge
A description of the service and any relevant details on how this was presented to the customer at the time of purchase, such as:
A document containing images of the work that was presented to the customer at the time of purchase, such as:
Gathering general evidence from your Workiz account
Open the job page that relates to the dispute
From the Details tab on the Job page, make note of the client’s:
Date of service
Technician assigned to job
Download the job files, approved estimate, and invoice
From the Workiz Message Center, take cropped screenshots of any relevant communications that may prove your client:
Received the service
Was satisfied with the service
Tip: To learn how to take a screenshot on your desktop computer, please select your operating system below:
Providing evidence to Workiz for submission
Gather all of your evidence and attach it to an email using the following template:
Send the email to firstname.lastname@example.org. The Workiz Pay team will then submit the evidence on your behalf.
IMPORTANT: You only have one opportunity to submit your evidence. Workiz will immediately submit your evidence, which is then forwarded to the issuing bank. You will not be able to make any changes or additions to your evidence after submitting.
Please make sure you have assembled all of your evidence prior to submitting.
Workiz plays no role in deciding the dispute’s outcome. It is up to your client’s bank to decide how the dispute will be resolved.
After submitting evidence, you can keep track of the progress of a dispute by visiting the Disputes tab of your Workiz Pay dashboard.
It will take up to three months for the bank to review your evidence and make a final decision on the dispute. Once the bank reaches a decision, that outcome is final.
We will notify you once a decision has been made.
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