Electronic payment methods typically provide payers a mechanism for disputing transactions they believe are invalid. Your options for responding to disputes will vary according to the payment method used.
Any time a dispute is received regardless of payment method, the disputed amount is immediately withdrawn from your Momentus Payments account balance. The funds will be returned to your account if you respond to the dispute accordingly and the dispute is decided in your favor.
Your account balance will become negative if a dispute is received for an amount that exceeds the balance on your account.
It is important not to submit a refund after a dispute is received. Doing so will result in the customer receiving a double credit for the amount.
Cards
Credit and debit card disputes also known as “Chargebacks” occur when your customer contacts their bank to dispute a transaction. Customers generally have up to 120 days from the later of the payment date or event date to create a dispute. When a dispute is created, your account balance is reduced by the disputed amount and the customer is credited the disputed amount by their bank.
You will be notified if a chargeback is received. If you feel the transaction is valid, contact Customer Support and provide evidence to contest the chargeback. If you feel the payment is valid, you can challenge the chargeback by contacting Customer Support and providing evidence to support your case.
A response to a chargeback must be submitted within a few days of the chargeback being received, otherwise the dispute will be decided in favor of your customer. The outcome of a dispute is determined at the discretion of your customer’s bank and can take up to 80 days from when your response was provided.
ACH
Customers have up to 60 days to dispute a payment from a consumer account and up to 2 business days for business accounts.
Disputes on ACH transactions cannot be contested. You will need to contact the customer to arrange re-payment or otherwise resolve the dispute.
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