What does it mean?

Dispute type "General" is an uncategorized dispute. It means that the guest raised a dispute for the payment with the bank but did not provide a reason for the dispute.

How can you overturn the dispute?

You must be able to submit evidence that the guest authorized the transaction and that the payment is valid.

How to respond?

As the first step, we strongly recommend that you get in touch with your guest and understand what their complaint is. If you are able to resolve the issue with your guest, you can ask the guest to withdraw the dispute.

  • If the guest agrees to withdraw the dispute: Submit evidence that the guest agreed to withdraw the dispute (including any email correspondence).
  • If the guest does not agree to withdraw the dispute: Submit as much evidence as you can to make a case that the payment was valid. 

Note: If you realize that your guest's dispute is genuine, you should accept the dispute in the Zenoti Payments - Disputes report.

Important: It is not possible to issue a refund while a payment is under dispute.

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