For starters, Handoff understands the gravity that disputed payments for work performed can cause. We're sorry if this is happening to you, and we'll do our best to help you overturn the dispute. First things first, be advised that submitted disputes will cause the disputed dollars to be withdrawn from your connected bank account by Stripe while the dispute is resolved, and they are returned to the account usually within 30-60 days.
This timeline is industry standard for disputed payments and we know how painful this can be for small companies. We'll do our best to facilitate overturning this dispute so we can get the funds returned to your bank asap.
Here's what you need to know about payment disputes and how to handle them effectively.
What Is A Payment Dispute?
A payment dispute occurs when a client contacts their credit card company to challenge a digital payment they made regarding the work they received from you, claiming issues such as:
Product or service not received
Unsatisfactory work
Incorrect charges
Duplicate charges
During a dispute, the disputed funds are temporarily held by Stripe (our payment processor) while the case is reviewed.
What To Do When You Receive A Dispute
Contact Handoff Support immediately if you receive notice of a dispute. We may receive notice first, and will contact you proactively if this happens.
Prepare the following written documentation to help fight the dispute:
Signed proposal or contract with the client
Before and after photos of the project
Written communications (texts, emails) with the client
Proof of materials purchased
Any other relevant documentation that shows works was performed satisfactory. (subcontractor quotes, receipts, etc.)
Send all documentation to Handoff Support - we'll submit the dispute response on your behalf.
Important Things To Know
Disputed funds will be temporarily withdrawn from your account during the review process
The dispute review process typically takes 30-60 days
Submit your documentation as quickly as possible - there are strict deadlines for responding
Keep all project documentation and client communications organized in case of future disputes
How We Help
Handoff Support will:
Help gather and submit all necessary documentation
Create a detailed narrative of events for the dispute
Handle all communication with Stripe
Keep you updated on the dispute status
Need help with a payment dispute? Contact Handoff Support right away and we'll guide you through the process.