Rev Pets Payments (RPP) Dispute Process

Overview: What are we talking about?

Rev Pets Payments (RPP) customers may occasionally have clients dispute a payment due to reasons such as suspected fraudulent or duplicate charges. When a payment has been disputed, RPP merchants will be alerted via email and an in-app alert in order to take the necessary steps to resolve the dispute. All disputed payments require a response with supporting evidence of the charges that can only be submitted once. This can be completed directly within the app, and the RPP dashboard can be used to review the status of disputes at any time. This article outlines the process and provides instructions for merchants to review and respond to disputes.

This article includes: 

• What is a disputed payment?
• What happens to a payment during a dispute?
• What if the dispute is valid?
• Dispute fees
• How to: Review a Disputed Payment and Submit Evidence

What is a disputed payment?

A dispute occurs when a cardholder questions a payment with their card issuer. This typically happens when a client does not recognize a charge and suspects it is fraudulent, or when they believe the payment was for a duplicate charge. The cardholder's bank creates a formal dispute which immediately reverses the payment.

IMPORTANT: One of the quickest ways to resolve a dispute is to communicate with your client and explain why the charges were valid. If they agree, they should contact their card issuer to notify them that they no longer dispute the transaction. You will still need to respond to the dispute and provide the required evidence to ensure that the dispute is resolved in your favor.

What happens to a payment during a dispute?

At the time a dispute is created, the payment that your client has disputed will be automatically reversed.

If the dispute is resolved in your favor, the payment will be returned to you in the next payout that is not yet in transit.

If the dispute is lost, the funds will not be returned and you will need to contact the client to attempt to recover the lost payment by creating a new invoice if you choose. 

IMPORTANT: Always submit evidence if you hope to reclaim funds on a dispute. This initiates the review process so you can potentially reclaim your funds.

What if the dispute is valid?

If you agree with your client that a dispute is valid, you can choose to accept it rather than attempting to reclaim the payment. The customer has already received their refund via the dispute process, so if you agree that they should have been refunded then it is best to accept the dispute. You should always accept a dispute if you do not plan to respond and submit evidence. You will have the option to accept the dispute when responding following the steps outlined in this article. 

Dispute Fees

A non-returnable $40 dispute fee will be assessed each time a dispute is created.

For merchants in the US, this fee will automatically be debited from the account when the dispute is created. If the fee payment fails for any reason, the user will receive an email requesting payment for the dispute fee every day until it’s paid, and will also see an in-app banner with a link to pay the dispute fee.

For merchants outside the US, the user is responsible for providing payment for the dispute fee. The user will receive an email requesting payment for the dispute fee every day until it’s paid, and will also see the above in-app banner with a link to pay the dispute fee. 

How to: Review a Disputed Payment and Submit Evidence

Before you begin: Dispute evidence can only be submitted once. Make sure to provide all relevant information and review it carefully before submitting. 

When a payment dispute occurs, customers will receive a notification sent to the account email address on record, and will also see an alert banner within the app. 

The user can follow the link provided in the email or click on View Dispute in the alert banner to be directed to the disputes section of the Revelation Pets Payments dashboard.

The user can click on the Invoice ID link to review the invoice associated with the disputed payment, and should then review any other relevant booking and payment details for the client to verify that the charge was a valid transaction. Save a copy of any applicable booking invoices and payment details that you would like to provide as evidence for why the disputed charge is valid. Only PDF, JPEG, or PNG file types will be accepted.

When ready to respond to the dispute, return to the disputes section of the Revelation Pets Payments dashboard and click the Respond link on the dispute. Here the user will be presented with an option to either accept the dispute if applicable, or submit evidence.

When selecting the option to submit evidence, a form will be displayed to submit the customer information and evidence for why the disputed charge is valid. When uploading booking invoices and any other relevant documents, the user will need to select the applicable document type such as receipt or customer communication. Only one file can be associated with each document type.

IMPORTANT: Dispute evidence can only be submitted once. Review the information you have entered carefully and verify that all relevant files have been uploaded and then click Submit. 

Once evidence has been submitted, the bank will review the dispute and no further action is needed. An email notification will be sent to the account email address on file once the dispute has been marked as either won or lost. The status will also be updated within the disputes section of the Revelation Pets Payments dashboard.