Understanding the dispute timeline

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In this article, you will learn what to expect when a client disputes one of your charges when using Workiz Pay.

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 fee ($25 US/$20 CA).

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 right from you Workiz Pay dashboard.

How long do cardholders have to file a dispute?

Card networks typically allow cardholders to file a dispute within 120 days of the original payment. They may occasionally offer more time depending on the network and/or situation. If a client is paying for a service scheduled in the future, the clock may start on the date of the event, not the date of the original charge.

When should I contact my client?

You should contact your client as soon as possible after being notified of the dispute. Resolving the matter privately may encourage your client to withdraw the dispute.

How long do I have to respond to a dispute?

Although the exact timeline may vary depending on the card network, you typically have between 7–21 days to submit your response.

You have the following options when responding to a dispute:

Response option Description

Submitting evidence to challenge the dispute and retrieve the funds.

You can submit your response from the Disputes tab on your Workiz Pay dashboard.

Accepting Acknowledging that the dispute is valid and that the cardholder is entitled to the funds. This means you are permanently forfeiting the funds. 
Doing nothing This effectively signals acceptance of the dispute, resulting in a loss of the funds.

When will the dispute be resolved?

It may take up to three months for your evidence to be reviewed before a final decision can be made. That decision is made solely by your client's banking institution.

Workiz can only provide you with the tools to submit evidence and has no way to impact this judgment call. We also won’t have any insight to explain how the bank reached its decision.

Once the bank reaches a decision, that outcome is final. We will notify you once a decision has been made.

If I win the dispute, when will I get money back?

If the card issuer overturns the dispute and rules in your favor, it will be about 7–10 business days after the decision is made before the money is returned to your bank account.

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