When an agent disputes a credit card charge, Jason receives a dispute notice from Stripe. All notifications of the dispute should go to Transaction Support.
Once you receive the notification (in Transaction Support), please reach out to the member to validate/discuss the dispute on the same business day
If Member wishes to continue with the dispute:
- Notify the Agency Services manager so that they can provide Stripe with the needed documentation to support the transaction as valid.
- Assign the dispute ticket to Agency Services immediately with detailed notes so that they can begin thetermination/deactivation process
If a member decides to cancel the dispute – (Transaction Support) Please ask the Member to remove the dispute within (3) three days:
- (Transaction Support) Please follow up on day 4 to confirm dispute has been removed
- Once dispute has been removed/resolved, (Transaction Support) please validate the payment and close the ticket. (Category: Billing)