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.