In this article, you will learn how to manage client disputes using the Workiz Pay dashboard.

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.

You may be able to recover the chargeback funds by contacting your client AND formally responding to the dispute.

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.

How to manage disputes

Workiz will notify you of a dispute via email, detailing the reason for the dispute as well as a description of the dispute.

With Workiz Pay, you also have access to the Workiz Pay dashboard, where you can see all of your disputes and their statuses.

To access this page:

  1. From the sidebar navigation, select Workiz Pay

  2. Select the Disputes tab

The Workiz Pay dashboard provides a detailed view of all of the disputes made against your business. From here, you’ll see the dispute’s status, reason, client, job ID, as well as important dates linked to the claim.

The Disputes tab will allow you to filter between the following disputes:

  • Needs response: Disputes that require a response require a response

  • All disputes: All of your disputes

    Tip: This tab will also include the disputes that you have already responded to. Those will be labeled Under review.

  • Won: Disputes that were resolved in your business’s favor

  • Lost: Disputes that were NOT resolved in your business’s favor

You can select a dispute to see more information on how to proceed.

Here, you’ll see a breakdown of all the dispute details, as well as the necessary steps you can take to help resolve the dispute.

Before formally responding to a dispute, we always recommend that you contact your client directly to understand what went wrong. You’ll have the option to contact your client via phone or message right from the dispute page. Selecting the message option will provide you with a template message that you can send to your client to get the conversation started.

To learn more about how to resolve disputes, please see this article.

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