Description: This article includes information related to the Invoicing Disputes (ID) JIRA Board. 


Context: ID Board is used to keep track of chargeback cases raised against an invoice from our user


(SOP: https://docs.google.com/document/d/1vRqx7EaSCvm-MJsBWPBg-TqXWCntK2mdJEL-seOb0fM/edit) 

  • Cases are recorded in this sheet
  • Dispute cases essentially logged by DRU on the board
  • CX Specialist sends the OB msg to users and they have 7 days to provide the requested information
  • Sometimes we receive pre-arb on a particular chargeback. This means that the evidence that the user provided was not sufficient enough therefore we need to reach out to them again for additional information.
  • ID cases timeline is 60 days from the day of reporting to the outcome. 


Process to be followed:

  • Once the ticket is raised, the amount for which chargeback is raised will be debited (even if balance is not sufficient). In addition to this, a chargeback fee will also be debited which is in accordance with our seller terms that are explicitly mentioned on our website. It includes both the FX-adjusted disputed amount and chargeback charges. The chargeback fee is non-refundable irrespective of the outcome. 
  • An OB message is sent to the user. If a user has multiple chargebacks we have to let them know they already have an ongoing chargeback and this is the xth number of chargebacks raised. 
  • Client name for OB message has to be fetched from checkout portal from Payments tab and adding the relevant invoice in inverted commas.The cardholder name would match the name added on MC as well however in some cases these are different so it is better to check both and mention in the OB message. 
  • Please note: User’s account remains active and invoicing access remains granted.



Macro:
  • Chargeback Fee


Message sent to user

Hey _____ ?

We wanted to reach out and let you know that since we’ve received a chargeback against one of your recent invoice for $___ that was paid for by ______ on the basis of ____  we will be debiting this amount from your account until the chargeback is resolved ? 

To proceed with the dispute process, we need your help. Please share the following details with us as soon as possible:

  • Complete details of the order (please also share proof of conversations with the client if possible)

  • The invoice for this payment

  • A signed proof of delivery for us to prove that the service that was paid for was indeed provided (a written acknowledgement of the fact that this service was provided to your client will do - otherwise a voice note acknowledging this may be enough too)

  • Your terms of service (This may consist of any cancellation policy, refund policy, or order delivery policy that was agreed upon)

If we are able to receive all this evidence, we’re hopeful that the case will be decided within 60 days. Otherwise, it may take longer for this dispute to be settled, and the amount would unfortunately not be reverted back in case of loss of chargeback. Once we have these details, we’ll move forward with the chargeback process and share an update with you as soon as we know more?

Please respond by _____ at the latest.

Thanks for understanding ?