1. Will Zenoti notify me if a dispute is raised?

    Yes, you will get a notification e-mail from Zenoti with all the details of the dispute. Ensure you provide the correct email address while setting up Zenoti Payments. All the payment's correspondence is sent to the email id with which the Zenoti Payments account is set up.

  2. Who will get the dispute notification mail?
    The dispute notification will be sent to the following recipients:
    - All employees configured as “Center Manager”
    - All Owner roles

  3. What can be the first step once you receive a dispute notification?
    Contact the guest and convince them to withdraw the dispute.

  4. Can a dispute be raised in the case of the card-present transactions?
    Yes, dispute can be raised for any transaction and it mostly depends on the guest.

  5. What is the time frame for submitting the evidence?
    Dispute notification email will specify the date by which you must submit the evidence. Generally, it is around 2 weeks from the time of raising a dispute.

  6. How much time does it take to get a final decision on a dispute?
    A final decision on a dispute can take around 60 to 90 days and it also varies with different issuing banks.

  7. How can I track the current status of the dispute?
    Dispute status can be tracked through “Zenoti Payments - Dispute” report. Navigate to Reports > Finance > Collections > Zenoti Payments - Disputes.

  8. What should I do if I cannot submit the evidence in the time?
    The dispute is closed and is ruled against you if you fail to submit evidence on time. Once a dispute is closed, it cannot be reopened.

  9. What can I do if the dispute is closed, but I still disagree with it?
    The decision of the issuer bank is final, and the dispute cannot be reopened. However, you can take a legal recourse directly with the guest.

  10. Can I win a dispute partially?
    No, the dispute is either won completely or lost completely.

  11. Are there any charges associated with a dispute?
    Yes, if a dispute is lost you must pay a charge of $15. If you win the dispute, there is no charge.

  12. How is the dispute fee charged?
    If there is saved card for your business with Zenoti (usually for subscription fee), the dispute fee of $15 is charged to this card. Otherwise, an invoice of $15 per lost dispute is sent to your business.

  13. Is there a report to track the dispute fee?
    No, there isn't a report to track the dispute fee.

  14. When is the dispute fee charged to me?
    Zenoti checks for disputes on a monthly basis and if there are any disputes lost, you are charged the dispute fee.

  15. If a transaction is disputed, which report can be used to track the credit/debit history of the disputed transactions?
    You can use the Collection Online Transactions report to track the credit/debit of the disputed amount. The Status column of the report will have the status as either Chargeback or Chargeback Reversed.

  16. How to manage the dispute with auto payment?
    Disputes with auto payment are just like any other disputes and require proper evidence submission. Apart from the other pieces of evidence, you must submit auto pay consent by the guest and T&C of auto payment, laid down by your organization.

  17. What types of files are supported as an evidence?
    Supported files are jpg, jpeg, tiff, pdf.
    Note: You can upload only one document. So, if you have multiple files, merge them into a single file.

  18. How can we submit multiple documents as an evidence?
    All pieces of evidence can be inserted in a single word file. The word file then needs to be saved as or converted to a pdf.

  19. How can a customer avoid the dispute fee of $15?
    You can avoid the dispute fee only under the following circumstances:
    - If the guest cancels the dispute, or
    - If you win the dispute.

  20. How can a Guest collect the dispute cancellation letter?
    After the guest cancels or withdraws the dispute from the issuing bank, they can request the cancellation letter from the bank.

  21. If the business looses the dispute, is there a way to charge the Guest (with his/her consent) for the value of lost dispute?
    If you loose a dispute, and want to charge guests with their consent, you can sell a gift card in Zenoti, for the price of the disputed transaction and keep its value as $0.1.
    Eg: Disputed transaction cost: $50. Cost of the gift card will be $50 and the value of the gift card will be $0.1.

  22. How to handle a dispute with non-ZPay processor? (Eg: Worldpay)
    You will receive the details directly from the processor to handle such scenarios.
    Note: Zenoti Dispute Report will not capture disputes from other processors.

  23. What can be done to reduce the count of disputes?
    To reduce the disputes, it is highly recommended to:
    a. Enter the Guest Statement Descriptor clearly. This helps the guest understand the charges from your business.
    b. Lay down the policies and agreements properly and get it signed by the guest. Agreement may include the membership agreement, package agreement, service and cancellation agreement.

  24. Can I refund a disputed transaction?
    No, you cannot refund a transaction until the result of the dispute is declared.

  25. Why should you not consider refund as an option after the transaction is disputed?
    If you refund the transaction amount, and lose the dispute, you will technically loose the disputed amount twice.

  26. Can a dispute be raised against a refund transaction?
    Yes. But, you must provide the details of the refund as an evidence, to increase your chances of winning such a dispute.

  27. Who should I reach to for any assistance on disputes?
    You can contact Zenoti support for any assistance.

  28. When does a dispute get auto defended?
    A dispute is auto defended:
    - if more than 90% of the disputed amount is already refunded, or
    - if there are multiple chargebacks for one capture/transaction, or
    - if there are 16 fraudulent chargebacks on the same Mastercard, or
    - If chargeback is initiated after the predefined time line (in case of product delivery only)

  29. Can an auto defended chargeback be lost?
    No, an auto defended chargeback cannot be lost. Contact Zenoti support if you loose an auto-defended chargeback.

  30. Would it be a problem if multiple disputes are raised against my business?
    Yes, consistent high dispute ratio (more than 0.75% is considered as excessive dispute rate) can lead to a fine from the payment processor and in the extreme scenario, the customer's payout can be stopped or the merchant account can be shut down.

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