In this article, you will learn about some of the best practices to consider when submitting evidence as part of your dispute response.
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 card issuer reached its decision.
Once the card issuer reaches a decision, that outcome is final. We will notify you once a decision has been made.
Creating a strong description
The first step in responding to a dispute is entering some basic information about your client and a description of the product/service you provided. Providing a high-quality description can help strengthen your case and provide clarity to the situation. By including relevant details, you establish a strong foundation for supporting your arguments and defending your case.
During the description step of the dispute response process, Workiz will automatically provide you with a pre-written, suggested description customized to the dispute itself.
You can review the suggested description and decide what to do next:
- Use/edit description: Accept the suggested description as is or make minor edits manually.
- Revise description: Request specific changes (e.g., shorten it, adjust the tone, etc.) by entering instructions in the text box under the description and selecting the send icon.
- Clear/write your own description: Remove the suggested description and write a new one from scratch.
Writing your own description? Be sure to review the client's official claim to make sure you fully understand what's being disputed. You can download the claim from the dispute summary at the top of the page.
Evidence guidelines
Limitations
- Only PDF, JPEG, or PNG file types are accepted
- The combined file size cannot be more than 4.5 MB
- The combined page count must be fewer than 50 pages
Documents and images
- All font should 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
Screenshots
- Crop screenshots to the area of interest and circle any key components (e.g., delivery confirmation or signature)
External content
The following evidence will not be reviewed by the card issuer:
- Audio or video files (e.g., call recordings)
- Links to third-party websites
- File downloads
- Requests to contact for more information
Evidence categories
Customer communications
Take screenshots of the text messages or emails you exchanged with your customer. All of these communications may be found in your Message Center. If possible, these communications should showcase that they were aware of the service appointment and were satisfied with the end result. Be sure to crop these screenshots to only include the relevant communications.
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Open the client's profile and select the message icon under their contact information.
You may also open the Message Center and find the conversation thread for this client.
Customer signatures
Gather signatures your customer provided at various points throughout the process, such as signing for an estimate or invoice.
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Whenever possible, Workiz will automatically provide you with signatures collected on estimates and invoices as suggested evidence when responding to disputes. These files will be displayed during the evidence step of the dispute response process. You can carefully review each file before adding them as part of your response.
If you did not provide your client with an estimate or collect a signature on the invoice, suggested evidence will not be provided.
If you select and/or upload multiple files, Workiz will automatically merge up to five files for you.
Receipts
Take a screenshot of the receipt you sent to your client using Workiz. Receipts will automatically be sent to clients who a) paid using a credit card, and b) have an email address on file.
Please note that Workiz will only have sent a receipt to client's with an email address on file. Clients who were created with only a phone number on file will not receive receipts.
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Workiz will automatically provide you with a Workiz Pay receipt as suggested evidence when responding to disputes. This file will be displayed during the evidence step of the dispute response process. You can carefully review the file before adding it as part of your response.
If you select and/or upload multiple files, Workiz will automatically merge up to five files for you.
Service documentation
Provide before and after photos, and any other visual proof supporting that the relevant service was completed.
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Open the client's profile page and select the Invoices and Estimates tabs to view and download the related documents you provided, including any before and after photos you may have provided.
Be sure that these documents include key information such as your terms of service and/or refund policy.
Combining multiple files for evidence submission
The Workiz Pay dispute portal can only accept one file per file category. This may pose a problem if you have multiple screenshots or documents that fall into a single category.
Workiz will automatically merge up to five files selected and/or uploaded per evidence category. If you have more than five files, you may need to merge files prior to uploading to Workiz.
Here, you will learn how to combine multiple images or documents into a single file so that you may include more evidence for your dispute response.
This section will require you to have a Gmail account with access to Google Docs. Google Docs is an online word processor included as part of the free, web-based Google Docs Editors suite offered by Google.
- Gather your evidence by capturing screenshots or downloading documents from Workiz
- Open Google Docs
- Under Start a new document, select Blank
- In the upper-left corner, select Untitled document and enter a name for thos document (e.g., Dispute evidence screenshots)
- Copy and paste your relevant images onto the document
If you are combining multiple documents (e.g., estimates, invoices), those files will be downloaded from Wokriz as PDF documents. You will need to convert those PDF documents into PNG or JPG images before you can paste them onto a document.
To convert those files, please use your web browser to search for a free online conversion tool of your choice.
- Resize the images as needed
- In the upper-left corner, select FileDownloadPDF Document (.pdf)
The file will appear in your designated downloads folder or location. You can now upload this single file onto the appropriate evidence category in the Workiz Pay dispute portal.