This feature is available on all Goodshuffle Pro Plans.
A Quick Note on Disputes
Goodshuffle Pro does not decide the outcome of a dispute. Our role is to help you gather and submit the best possible evidence to the financial partners and card issuers who make the final ruling.
Why This Dispute Occurs
Reason for Dispute:
The customer claims they were charged more than once for the same product or service.
How to Respond
✅ If the Charges Were Not Duplicates
Review the transactions and confirm that each charge was for a different item or service.
Prepare documentation showing that:
Each charge was made intentionally
Items or services differ between charges
Contact the client if possible to clarify their confusion or resolve the issue.
Submit a Counter Dispute in Goodshuffle Pro with supporting evidence.
💡 If your customer agrees to withdraw the dispute, request that they also contact their card issuer. Be sure to include their written acknowledgment in your evidence submission.
❌ If the Charges Were Legitimate Duplicates
Do not issue a refund while the dispute is active.
Accept the dispute through the Billing tab of the associated project.
Contact your client to acknowledge the error and confirm resolution after the fact.
What You Need to Overturn a ‘Duplicate’ Dispute
✅ To successfully counter the dispute, you must show that the charges are for separate items or services. Include:
Copies of itemized receipts showing distinct line items
Any communication with the cardholder confirming intent or resolution
A statement from the cardholder’s bank if the dispute was withdrawn
Supporting service agreements or signed documents
How to Submit Evidence in Goodshuffle Pro
Open the relevant project and go to the Billing tab.
Scroll to the Disputes section.
Click “Counter Dispute.”
Complete the submission form and upload your evidence.
📎 Read our Formatting Documents Guide to ensure your files are clear and supported.
Suggested Evidence Types
Evidence Type | Description |
Duplicate Charge ID | The ID of the earlier charge the customer is referencing. |
Duplicate Charge Explanation | Describe how the charges differ (e.g., different dates, items, or services). |
Service Documentation | Signed agreements, receipts, or itemized invoices. |
Need Additional Support?
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