What does it mean?

Dispute type "Subscription canceled" means that the guest raised a dispute claiming that you continued to charge the card after a subscription was canceled.

How can you overturn the dispute?

You must be able to submit evidence that the guest's subscription was still active and that the guest was aware of it, and did not follow your cancellation procedure.

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.

Note: Having the guest withdraw the dispute is by far the best way for you to make sure the subscription canceled is resolved in your favor.

  • 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 guest's subscription was still active and that the guest was aware of it, and did not follow your cancellation procedure.

Note: If you realize that your guest was was in fact charged in error, 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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