What is a Dispute Withdrawal?

Sometimes guests may dispute a transaction in error, not realizing that it is a legitimate transaction. In such cases, guests can contact their issuing bank and request the dispute to be withdrawn.

When guests withdraw their disputes, the issuer provides a written confirmation (usually a cancelation letter or a withdrawal letter) stating that the dispute is now withdrawn.

Best practices for handling a dispute withdrawal

  1. Contact your guests and inform them about the dispute. Mention that the dispute can be cancelled through the issuing bank.

  2. Request the guests to collect the cancelation letter (withdrawal letter) from the bank.

  3. Request the guests for a copy of the cancelation letter.

  4. Submit the following evidence in Zenoti:

    1. Dispute Cancelation Letter - Mandatory

    2. Proof of communication with the guests

    3. Transaction evidence
      Learn how you can submit evidence in Zenoti
      Note: You can submit evidence only once and that too a single document. Ensure all your evidence are placed in this single document. This can be a PDF document too.

  5. After 30 days, the status of the dispute should change to Win.
    Note: Ensure the mail has the following details:
    - Subject: Dispute Cancelation Letter << Organization Name, Center Name >>
    - Body: Guest Name, Invoice Number, Date of Transaction.

    Important: Dispute Cancelation Letter is mandatory to change the status from Lost to Win. Please ensure you get the cancelation letter from guests.

    Dispute Cancelation Flow

    See Also

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