In this article, you will find the template to use when sending your official dispute response to the Workiz Pay team.

What is a 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 non-refundable $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.

A formal response to a dispute requires you to collect and submit evidence that helps explain why your service charge should not have been disputed in the first place.

For more information on gathering evidence in a response to a dispute, please see this article.

Providing evidence to the Workiz Pay team

IMPORTANT: Due to banking regulations, you will only have one opportunity to submit evidence for a dispute.

When providing evidence to Workiz, your evidence will be submitted immediately to the issuing bank. You will not be able to make any changes or additions to your evidence after submitting.

Please make sure that you have assembled all of your evidence prior to submitting.

If you are waiting for your client to provide confirmation of a dispute withdrawal, please ensure you give yourself enough time to receive the document without going past the deadline provided.

Once you have gathered your evidence, you will need to submit it to the Workiz Pay team using the email template provided below. The Workiz Pay team will submit your response on your behalf.

  1. Find and reply to the original dispute email sent by

    Tip: The subject line will be [Business name] - A [$$$} dispute was initiated (job [####]).

  2. Copy and paste the text from the following section into your reply

  3. Replace the placeholder text with the information that corresponds to the dispute

  4. Attach the following files relating to the dispute to your reply:

    1. Invoice

    2. Estimate

    3. Job files

    4. Additional evidence

      IMPORTANT: Please ensure your files follow the evidence guidelines as defined here. The card issuer reviewing your response will consider a response incomplete if you do not follow the instructions.

  5. Send your reply

It may 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.

Workiz Pay dispute email template

To whom it may concern,

After carefully reviewing the details of the dispute, we would like to formally contest the following chargeback request:

Client name

Enter the client's full name

Job ID

Enter the Job ID

Chargeback amount

Enter the chargeback amount

Client email

Enter the client’s email address

Client name

Enter the client’s full name

Client billing address

Enter the client’s billing address

Service description

Enter a brief description of the service provided to the client

Service date

Enter the date on which the service took place (MM/DD/YYYY)

Please review the attached documents, which invalidate the cardholders claim that the charge was worthy of a dispute, and find this dispute in our favor.

A list of attachments is as follows [remove as needed]:

  • Signed invoice

  • Signed estimate

  • Job files

  • Written communication with the client

  • Additional evidence


[your business name]

Need more help? See related articles below:

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