Description

The customer has initiated a dispute for this charge with their bank or payment provider. This typically occurs when the customer does not recognize the charge, is dissatisfied with the product or service, believes the transaction is fraudulent, or identifies a billing error.

Recommended Customer Message

We see that a dispute has been raised for this charge. If you have any questions, please contact us so we can help resolve this matter.

Root Cause

• Customer-initiated dispute: The customer contacted their bank or payment provider to dispute a completed transaction.
• Unrecognized charge: The customer may not recognize the charge or be dissatisfied with the product or service received.
• Fraudulent transaction reported: The customer claims the transaction was unauthorized or fraudulent.
• Billing error: The customer identified a billing error, such as a duplicate charge or incorrect amount.

Troubleshooting and Solutions

• Review the transaction details in Chargebee and the payment gateway to gather all relevant information.
• Contact the customer to understand the reason for the dispute and attempt to resolve it directly.
• Provide necessary documentation (invoices, proof of service/product delivery, communication records) to the payment gateway or issuing bank if required.
• Monitor the dispute resolution status through the payment gateway and respond promptly to any chargeback inquiries.
• Implement clearer transaction descriptors, customer-friendly return policies, and improve customer communication to reduce future disputes.