How Do I Handle Disputes in JobNimbus Payments?

What is a dispute, and how do we handle it?

On this page

Disputes Page
Who is Involved in a Dispute or Chargeback? 
Basic Chargeback Process
How to fight a Chargeback
What happens when you Accept a Chargeback?
Preventing & Handling Chargebacks

Disputes Page

• By default, the disputes page displays all the disputes on your account. However, you have the option to filter and view only the disputes that require a response, are under review, have been won, or have been lost. This allows you to easily narrow down the results you see at once.
• If you want more information about the dispute, simply click on "Dispute Details" to access all the relevant details.
  
  
• The dispute details page provides a comprehensive timeline that outlines the events that have occurred up until this point. This allows you to stay informed about the progress of the dispute and have a clear understanding of what to expect. Additionally, you can view all the relevant details about the transaction and, if applicable, explore different options for how to proceed with the dispute.
  
  

Dispute vs. chargeback?

• A dispute is a disagreement between the customer and the merchant over a transaction
• A chargeback is a possible outcome of a credit card payment dispute

Who are the parties involved in a dispute or chargeback?

• Cardholder/Customer: The owner of the payment card used to make the purchase or the individual who placed the transaction
• Merchant: The individual or company who sold a product or service to the customer
• Issuing Bank (Issuer): The bank that issues a branded payment card to the cardholder
• Acquiring Bank (Acquirer): Your bank which holds your account and enables you to accept credit card payments
• Credit Card Network: The association that owns the credit card brand used in the transaction

1. The cardholder disputes the transaction with their issuing bank.
2. The issuing bank determines whether the dispute constitutes a valid reason to grant a chargeback.
3. If the claim is approved, the issuing bank gives the cardholder a provisional credit, and the bank notifies the merchant's acquirer, who will then charge you any applicable chargeback fees.
4. The acquiring bank will notify you about the chargeback, and you must decide whether to accept or fight the chargeback.
5. If you choose to fight the chargeback, you must submit a rebuttal letter and supporting evidence to prove that the dispute is invalid.
6. The issuing bank will evaluate the evidence and decide whether to reverse or uphold the chargeback. If the bank decides against you, they can appeal through arbitration.
7. The losing party in arbitration will be charged hundreds of dollars in fees.

How Can You Fight Chargebacks?

• The mechanism for fighting chargebacks is called representment.
• A represented charge will only be accepted by the issuing bank if you include compelling evidence that refutes the cardholder’s dispute claims.
• Relevant evidence may include transaction data, AVS, CVV, and delivery verification, the cardholder’s transaction history, communications between you and the cardholder, signed delivery receipts, and other pertinent data or documentation related to the transaction being disputed.

What Happens When You Accept a Chargeback?

• You can choose to accept a chargeback rather than fight it.
• If the chargeback is due to true fraud, accepting it is the correct decision.
• The cardholder's provisional credit becomes permanent, and the case is closed.

How Can You Prevent or Handle Chargebacks? 

Preventing Chargebacks:

• Ensure the customer understands the cost of their job
• Communicate frequently and honestly with your customers - be upfront about pricing and any delays that may occur when completing a job
• Respond promptly to any complaints about their purchase, service, or transaction, and stay in contact with them until you can work out an agreeable solution

Handling Chargebacks:

• Document all communication with the customer in JobNimbus, including email threads and any conversations outside of JobNimbus
• Be descriptive on your estimates and invoices
• Complete walkarounds with customers upon job completion and get their sign-off to show that the job was completed to their satisfaction
• Be prompt about responding to any disputes

How JobNimbus will Assist with Disputes:

• Our FinTech Team will notify you within 1 business day if a customer opens a dispute
• We may request any additional conversations or documentation that you have with the customer to build a strong case for the dispute.

Additional information regarding the process of managing disputes can be found in this article