Disputes occur when residents do not recognize a charge on their card/account and report it to their financial institution. This may be because the resident forgot about the payment, their account was compromised, or a general miscommunication. Regardless of the reason, this will be categorized by Stripe as a dispute. This user guide outlines how to respond to disputes from your Embedded Payments dashboard. Only users in the Payment Administrators group can manage disputes.
For information on Embedded Payments dispute email notifications, refer to the following guide:
Embedded Payments Group Permissions & Email Notifications
1. Select Setup from the user menu.
2. Pick Payment Setup from the main menu.
3. Under the Financial Reports tab, click Payments to see the list of transactions for your community. Then, select Disputes to filter the list to payment disputes.
4. When a dispute is made, you will receive an email notification with the details. You have 9 days to respond to the dispute, after which it will be automatically accepted. The response deadline is listed in the Respond By column. Locate and select the dispute you want to reconcile to proceed.
5. Review the details of the dispute including the amount, due date, reason and event timeline. The Step by Step Guide outlines a recommended process to follow and includes additional resources. Select Counter Dispute to challenge the claim or Accept Dispute to accept the claim.
Counter Dispute
You will be asked to fill out a three part counter dispute form. Ensure you have records/receipts to include with your claim.
1. Enter information about the disputed payment. This includes the rationale for the counter dispute, an explanation of what the payment was for, and details on the type of service. Once completed, click Next.
2. Enter information about the resident including Name, Email and Billing Address. Once completed, click Next.
3. Upload any supporting documents you have about the disputed payment. This may includes emails, contracts, receipts etc. Once completed, click Review.
4. Ensure you included all the relevant/required information for your counter claim. You cannot add additional records later. Verify you understand and click Submit.
5. The counter dispute has now been submitted and will be reviewed by the cardholder's bank. Condo Control is not involved in the dispute decision process.
6. The dispute status will be changed to In Review and counter dispute has been added to the transaction Timeline.
Accept Dispute
1. If you discover the payment was a mistake/ there is fraudulent activity on the resident's account, click Accept Dispute to close the claim.
Note: $15.00 will be taken from your community's account to cover the dispute fees.
2. The dispute is now closed and the payment will be returned to the resident.
3. The dispute status will be changed to Dispute Lost and a record has been added to the transaction Timeline.
Additional Resources
- How to Issue a Full or Partial Refund in Embedded Payments
- How to Capture a Deposit in Embedded Payments
- How to Update Your Embedded Payments Account Representative