When dealing with disputes or inquiries related to orders processed through Shoplazza Payments, it's important to approach these situations with precision and diligence to preserve customer trust and protect your reputation. Here's how to manage and respond effectively:
Collecting and submitting evidence
When you face a dispute or inquiry, the first step is to collect all relevant evidence. This evidence should be organized and uploaded to Shoplazza, which will then send it to the credit card company on your behalf before the dispute deadline. This process is key to potentially turning the dispute in your favor.
1. Adding evidence in Shoplazza admin: Before Shoplazza forwards your evidence to the bank, upload any supplementary evidence through your Shoplazza admin. This can include things like proof of delivery, transaction records, or correspondence with the customer. It’s vital to provide a full view of the transaction from your side. Shoplazza’s role is to submit your evidence to the bank efficiently, although it does not participate in the decision-making process.
2. Submission and resolution: After the evidence is submitted, the bank will take up to 120 days to resolve the dispute or inquiry. The decision rests with the cardholder's bank and is not influenced by Shoplazza. Nevertheless, presenting clear and detailed evidence through Shoplazza can help ensure that your side of the story is well represented in the dispute resolution process.
Understanding dispute statuses
Knowing the current status of a dispute or inquiry helps you manage your response effectively:
- warning_under_review: An initial alert that requires your response to prevent escalation into a full dispute. Responding promptly may prevent the dispute entirely.
- warning_needs_response: Waiting for bank review after your response.
- warning_closed: The alert is resolved and closed.
- under_review: The bank is reviewing the evidence to make a decision.
- won: The dispute has been resolved in your favor.
- lost: The dispute was not resolved in your favor.
- needs_response: Active disputes that require your detailed response and evidence.
- charge_refunded: The dispute has concluded with a refund to the customer.
Viewing all disputes
You can monitor all disputed orders associated with Shoplazza Payments by following these steps:
1. Access dispute records: From your Shoplazza admin, go to Finances > View payments > Dispute.
2. Filter dispute data: There, you can filter disputes by month, including the number of disputes, total order amounts, and dispute rate.
3. Review detailed information: Gain insights from detailed monthly reports of disputed orders.
Adding evidence and submitting disputes
To improve your chances of winning a dispute, it’s important to collect and submit the right evidence to the bank through Shoplazza by the deadline. The evidence needed varies depending on the reason for the refund. Here are the guidelines to help you organize and prepare your evidence effectively:
1. Choose the right file types: Acceptable formats are PDF, JPEG, or PNG only.
2. Adhere to standards: Ensure PDF files comply with the PDF/A standard. PDF/A is a version of the Portable Document Format (PDF) specialized for the digital preservation of electronic documents. PDF/A differs from the standard PDF by prohibiting features unsuitable for long-term archiving.
3. Combine files when necessary: Instead of submitting separate PDF files, merge them into a single document if needed.
4. Limit page numbers: Keep PDFs under 50 pages.
5. Optimize image files: Images should be cropped accurately, have high contrast, and be directly relevant to the case. Use annotations or arrows to highlight key parts.
6. Manage file size: Each evidence file should not be larger than 2 MB.
7. Monitor total file size: The total combined evidence file size should not exceed 4 MB.
8. Organize evidence files: Submit only one file per type of evidence. If you have multiple files for one type, combine them into one image or PDF file.
9. Exclude unnecessary content: Avoid including audio or video files, external links, or requests for additional info via phone or email.
Steps to submit evidence:
1. Navigate to the dispute section: From your Shoplazza admin, go to Orders > Disputes.
2. Filter disputes: Filter for disputes under the Shoplazza Payments channel.
3. Access dispute records: Click to View and respond to the dispute record.
4. Review details: Examine the dispute details on the response page.
5. Add information: Enter any necessary additional information.
6. Upload evidence: Upload your evidence.
7. Submit evidence: Confirm the evidence submission.
Accepting a dispute
In cases where you recognize the validity of a dispute, you may choose to accept it without challenging it. This can sometimes be a strategic decision to preserve customer relationships and avoid the potentially higher costs of contesting.
Steps to accept a dispute:
1. Navigate to dispute orders: From your Shoplazza admin, go to Orders > Disputes.
2. View dispute details: Filter for the relevant Shoplazza Payments channel, and click to View the dispute details.
3. Accept the Dispute: At the bottom of the dispute details page, select the option to Accept the dispute.
Efficiently handling disputes and inquiries through Shoplazza Payments involves a straightforward approach, focusing on detailed evidence preparation and strategic decision-making. Following these guidelines will help safeguard your business’s reputation while building trust with your customers.
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