Payment disputes occur when customers challenge transactions with their bank. Here's how to handle them through Squarespace Payments:

Common Reasons for Disputes:

• Fraudulent charges
• Missing refunds
• Duplicate transactions
• Non-delivery of products/services
• Quality issues
• Subscription cancellation issues
• Unrecognized payments

Dispute Process:

• A $20 fee and disputed amount are deducted from your payout balance
• If insufficient funds exist, charges go to your linked bank account
• You'll receive email notifications and dashboard alerts
• Response deadlines range from 20-45 days
• Reminder emails sent 5 days and 2 days before deadline

Dispute Statuses:

• Dispute open
• Response submitted
• Deadline missed
• Dispute approved
• Dispute rejected

Handling Disputes:

1. Contact the customer directly for resolution
2. Accept or challenge through Payments dashboard
3. Note: Cannot issue refunds once dispute opens

Accepting Disputes:

1. Open Finance dashboard
2. Click "View details" next to dispute
3. Select "Accept dispute"
4. Payment status changes to "lost dispute"

Challenging Disputes: Submit evidence including:

• Store refund policy/terms
• Refund denial reason
• Processing data (tracking numbers, delivery confirmation)
• Customer communications
• Other relevant documentation

To Submit Evidence:

1. Access Finance dashboard > Orders
2. Select disputed payment
3. Click "Start response to dispute"
4. Describe evidence
5. Save draft or submit

Resolution:

• Bank reviews evidence within 60-75 days
• If successful, transaction amount returns to your account
• Refund fee may or may not be returned
• Non-response results in automatic loss and finalized refund

Note: American Express and Discover may initiate an inquiry phase before dispute, without immediate fee deduction.

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