IMPORTANT:

Reason for Dispute

The customer claims they were charged multiple times for the same product or service.

Determine if your customer was incorrectly charged multiple times. If they were not, you will want to counter the dispute by submitting evidence to the client's bank for review. This signals to them that you don't accept the dispute and want to have the funds returned to you.

Collect any and all information documenting that each payment was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer you should be sure to address any concerns they had in your evidence.

If they were duplicate payments, you should accept the dispute. You can’t issue a refund while a payment is being disputed. If there have been two or more separate payments, you should get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

Demonstrate that each payment was for a separate product or service.

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they would withdraw the dispute, and a written statement from their card issuer confirming that the dispute has been withdrawn.

You can submit evidence by locating the dispute record on the billing tab of the project and clicking the "Counter Dispute" button. This will take you to a dedicated page where you will fill out the available form fields and attach any files you have based on the types of evidence below. Review our Formatting Files article for best practices.