A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their bank or credit card company.

The bank creates a formal dispute which immediately reverses the payment, deducting the amount from your Clearent account balance. In the event your Clearent account balance is less than the amount to refund, the funds will be withdrawn from your bank account.

Disputes typically stem from a miscommunication of sorts. Check out our best practices here.

Resolve the Dispute Internally

The BEST option is to resolve the dispute with the member directly by:

There is a dispute resolution process through which you can respond and submit evidence to make your case that the payment was valid.

​How to Fight a Disputed Payment

If you win: the dispute is found in your favor and the disputed amount is returned back to you.

If you lose: the dispute is deemed valid by the member's bank, that decision is final and the cardholder’s payment remains refunded. Losing a dispute will also incur a $15 dispute fee.

Accept the Dispute

If you do not wish to fight the dispute by submitting evidence, you are validating the member's reason for the dispute and are therefore accepting the refunded payment as well as the $15 dispute fee.