Understanding Dispute Deductions and Payout Workflow in Tekmetric
When using Tekmetric, disputes filed by customers can affect your payouts. This guide explains how disputes impact your account and the actions you need to complete during the process.
What Happens When a Customer Files a Dispute?
When a customer initiates a dispute (also known as a chargeback), the process involves several steps:
- The cardholder’s bank places a temporary hold on the amount in question.
- Tekmetric’s payment processor deducts the disputed funds from your account as part of the review process. This deduction ensures compliance with banking and cardholder regulations until the matter is resolved.
- If you successfully resolve the dispute in your favor, the held funds are released and returned to your account.
- The final decision regarding the dispute is made by the cardholder’s issuing bank, and this decision is final and binding for all parties involved.
What Happens if I Accept a Dispute?
If a dispute is resolved by your acceptance, the funds will not be returned and no further action is needed on your part. Acceptance signifies your agreement to the terms of the dispute resolution.
Key Points to Remember:
- Temporary Deductions: Disputed amounts are deducted as a standard process for dispute reviews. If you win the dispute, the funds will be restored.
- No Further Action for Accepted Disputes: Once you’ve accepted a dispute, the resolution is considered closed, and no additional actions are required.
Steps to Handle Disputes
To handle disputes effectively:
Review the details of the dispute notification received in Tekmetric. Analyze any available evidence to decide whether to dispute the chargeback or accept it. Submit your response using the tools and timelines provided within the platform.
Actions After a Lost Dispute
If a dispute is marked as lost in Tekmetric, the funds will not be returned, and no further actions can be taken within the platform. However, you can consider the following steps outside Tekmetric:
- Contact the Issuing Bank or Card Network: Use the reference details provided in the dispute’s documents to request an appeal or review of the decision.
- Pursue Legal Action: If the bank declines to review the case, your remaining option is to pursue legal action against the customer, should you choose to do so.
Accessing the Bank’s Detailed Decision
To view or download the issuing bank’s detailed decision for a dispute in Tekmetric, follow these steps:
- Navigate to Payments → Disputes in Tekmetric.
- Select the specific dispute you want to review.
- Click on “View issuing bank response”. This will open or download a PDF containing the bank’s detailed decision. Additionally, you can contact the Payments team for guidance on handling disputes and preparing evidence. Ensure that any documentation prepared removes customer-specific details by using placeholders such as [CUSTOMER_NAME] or [INVOICE_NUMBER] to maintain privacy.
FAQs
Q: Why were funds deducted from my account automatically when a dispute was filed? A: This is standard practice as part of the bank’s dispute resolution process. The funds are temporarily deducted until the matter is resolved. Successfully disputing the chargeback will ensure the return of these funds.
Q: Do I need to do anything after accepting a dispute? A: No, if you’ve accepted a dispute, there are no additional actions required. The resolution process concludes upon your acceptance.
Q: How can I access the issuing bank’s decision for a dispute? A: Navigate to Payments → Disputes in Tekmetric, select the dispute, and click on “View issuing bank response” to view or download the decision.
Q: What can I do if I lose a dispute? A: If a dispute is lost, you can contact the issuing bank or card network for an appeal or consider pursuing legal action against the customer.