Dispute Workflows

To subscribe a user to dispute notifications:

1. On the company’s Dashboard, navigate to Settings > Users & Permissions.
2. Click Edit next to the user you’d like to enable notifications for.
3. Select the Account tab, then the Email Notifications tab.
4. Check the box next to Disputes opened.
5. Repeat these steps for any additional users who will need dispute notifications.

Dispute created notifications are triggered when Stripe alerts us of a dispute, and will be automatically sent to any users who have been subscribed to dispute notifications.

Dispute closed notifications are not automatically sent from FareHarbor. Instead, the Payment Operations Team directs the client to their Disputes Report so they can track the outcome if desired. There are also Zendesk macros created for various dispute closed statuses (search “Disputes”).

Resending dispute emails

If needed, a dispute email can be resent directly from a booking by clicking Send email or text and choosing the “[FH Admin Only] Dispute” template. The recipient’s email address will need to be manually entered before sending (be careful because the end user will by default be in this field. Make sure not to send the email to the end user).

The system will double check that there is an open dispute associated with that booking before sending the email. Dispute emails will not be available if the deadline for the dispute has passed.

1. Dispute notification

For any users opted into dispute notifications, the dispute notification email will be automatically sent when Stripe alerts us of a dispute.

For any users not opted into dispute notifications, the Payment Operations Team will send the dispute notification email manually.

2. Update dispute tracker

The Payment Operations Team will update the internal dispute tracker, noting fund transfer date and evidence packet due date.

3. Transfer funds to escrow account

On the fund transfer date, the Payment Operations Team will create an external bank debit for the collection amount, and make a note Money to escrow account for credit card dispute for booking #XXXXXXX.

FOR INQUIRIES ONLY: If the client lets us know they want to refund the customer and the booking is still refundable in FareHarbor, then we don’t need to transfer funds, and we should refund directly on the booking itself.

4. Client responds to dispute

When a charge is disputed you have two options:

• You can accept it, which allows the customer to receive a refund for the disputed amount.

OR

• You can fight it by submitting an evidence packet to the bank or credit card company, showing that the charge was legitimate.

Either way, we highly recommend getting in touch with the cardholder to understand their claim. In doing this, you can help the customer identify the charge and potentially resolve the issue directly.

• Accept Dispute

  • In the event of an inquiry, if the client refunds the customer directly through their FareHarbor Dashboard, then no action is needed on our end.

  • If the client accepts the dispute, the Disputes analyst will go into the Stripe dashboard and choose to accept the dispute. The funds that have been transferred to the end customer’s bank will be retained and the dispute will be closed.

• Fight Dispute

  • If the client wants to fight the dispute, the Payment Operations Team will work with the client to compile an evidence packet, and submit the packet in the Stripe Dashboard by the due date. Here’s what we can include in the evidence packet.

  • While the bank is reviewing the evidence packet, the client may reach out asking for an update. Let them know that it can take up to 60-90 days (sometimes more) for the bank to reach a decision. They can always check their Disputes report to track the status of the dispute.

  • If won: The Payment Operations Team creates a processable adjustment to the client for the collection amount. This will appear in the client’s To Be Paid Out account.

  • If lost: End customer retains refunded amount, see step 5 below.

• No Response

  • If the client does not respond to our notification for a dispute, the Payment Operations Team will submit an evidence packet on our client’s behalf.

5. Dispute closed

* Once the dispute is closed, Stripe will send us a notification and the Payment Operations Team will update the internal dispute tracker.