This feature is available on all Goodshuffle Pro Plans.
IMPORTANT:
Goodshuffle does not decide who wins or loses a dispute. We work with you to compile evidence and submit it to the proper financial partners and card issuers.
Reason for Dispute
With these types of disputes, the customer claims that the transaction was canceled or the product was returned—but they haven’t received a refund or credit yet.
How to Respond
The first thing you should do is contact your customer.
If you’re able to resolve the issue directly, ask them to withdraw the dispute and get it in writing. You can also request a statement from the card issuer confirming the withdrawal.
Required to Overturn Dispute
Demonstrate that you’ve issued a refund to your customer through other means or that they aren’t entitled to one. You can’t issue one while a payment is being disputed. If you believe that they were entitled to a refund that you didn’t provide, you can accept the dispute.
In addition to the following evidence, your submission should include correspondence with the cardholder saying they would withdraw the dispute, and a written statement from their card issuer confirming that the dispute has been withdrawn.
Types of Evidence
Refund Policy: Your refund policy, as shown or provided to the customer.
Refund Policy Disclosure: An explanation of how and when the customer was shown or provided your refund policy prior to purchase. If the client signed the contract online, you can use the timestamp and IP address found in the Logs of the project as relevant evidence.
Refund Refusal Explanation: Your explanation for why the customer is not entitled to a refund.
Submitting Evidence
You can submit evidence by locating the dispute record on the project and clicking the "Submit Evidence" button. This will take you to a dedicated page where you will fill out the available form fields and attach any files you have. Review our Formatting Files article for best practices.
Need Additional Support?
Click the blue chat bubble in the bottom corner of your screen to message our support team—we’re happy to help!