What does it mean?

Dispute type "Credit not processed" means that the guest raised a dispute claiming that the guest returned a product or the transaction was canceled, but you have not yet provided a refund or credit.

How can you overturn the dispute?

You must be able to submit evidence that you have refunded the guest through other means or that the guest is not entitled to a refund.

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. This can include a copy of your refund policy and proof that the guest agreed to this policy.

Note: If you realize that your guest's claim 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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