It is imperative for you (company) to take necessary action (submitting evidence) within the stipulated time. Failure to adhering to the timelines will result in losing the dispute.

This article lists out the stages of a dispute and the corresponding statuses of the Zenoti Reconciliation report along with response timelines. 

1. Request for Information: Whenever you receive a Request for Information (RFI),
   you must submit the evidence within a stipulated time. This time limit is based on
   the type of card used for the disputed transaction.

  • Visa: 18 Days
  • Mastercard: 18 Days
  • American Express: 24 Days
  • Diners/Discover: 18 Days
  • CUP: n/a
  • JCB: n/a

    The status of the dispute in the Zenoti Reconciliation report when you receive
    an RFI: Warning - Needs Response

2. Respond to Chargeback: In some cases, however, you may directly receive
    a chargeback from the bank instead of receiving an RFI. In such an event of a
    direct chargeback, you must submit your evidence within a stipulated time
    as mentioned below:

  • Visa: 18 Days
  • Mastercard: 40 Days
  • American Express: 24 Days
  • Diners/Discover: 40 Days
  • CUP: 25 Days
  • JCB: 40 Days

    The status of the dispute in the Zenoti Reconciliation report when you receive
    a chargeback: Submit Evidence

Important

  • If you do not respond to the dispute within the stipulated time, you will lose the dispute, a chargeback is levied (if not done before) and the status of the dispute will change to Lost in the Zenoti Reconciliation report. 
  • If the guest withdraws the dispute before or after you submit the evidence, the status will change to Withdrawn
  • If you submit the evidence and if the bank accepts your evidence, and refunds the chargeback, the status of the dispute will change to Won.
  • You can also determine whether a dispute is Won or Lost on the basis of below timelines:
    - Visa: 30 Days
    - Mastercard: 45 Days
    - American Express: n/a
    - Diners/Discover: 30 Days
    - CUP: 20 Days
    - JCB: 45 Days

Note: The timelines mentioned above are from the date of submitting evidence. For example, in the case of a Visa card, if you submit your evidence on 1 May, and did not receive a response from the bank even after 1st June, you should consider the dispute as Lost. The Zenoti Reconciliation report will automatically change the status of your dispute to Lost in case the bank does not respond in 30 days.


See Also
Zenoti Payments - Disputes Overview
Dispute Reasons and their Supporting Evidence

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