Managing Chargeback Disputes

Overview: What are we talking about?

Use this article as a guide to managing chargebacks on payments processed through Doubleknot's integrated processing platform. 

This article includes: 

• Investigating Chargebacks
• Preparing to Respond to a Chargeback 
• Responding to a Chargeback 

Investigating a Chargeback:

When a chargeback is raised, Doubleknot will automatically notify all users with Financial Accounts permissions enabled in the Doubleknot application. 

1. Locate the chargeback in question under Financial Accounts » Chargebacks » Manage Chargebacks. 
2. Click Details for a full breakdown of the transaction. 
3. Review Details to determine if the disputed payment is legitimate.
4. If possible, contact the customer explaining the reason for the charge(s)
5. If you are unable to solve the chargeback with the customer directly, follow the steps to respond to a chargeback in Doubleknot

Preparing to Respond to a Chargeback:

There are two important things to know before you dispute a chargeback in Doubleknot.  

• You may only submit evidence disputing a chargeback once. Do not submit your evidence until you are 100 percent confident that you have collected all the information you need to support your case.  

• When you respond, you may attach one (1) file of supporting evidence. If you plan to submit a series of emails, receipts, and/or policies, you must combine them into a single PDF, JPEG, or PNG file first. (If you don’t have Adobe Acrobat, you can paste images of the supporting documents into a word processor file and then choose to save or print it as a single PDF.) 

Responding to Respond to a Chargeback in Doubleknot:

1. Locate the chargeback in question under Financial Accounts » Chargebacks » Manage Chargebacks.
2. Click Details for a full breakdown of the transaction. 
3. At the bottom of the page, click Dispute Chargeback
4. Enter all applicable evidence under Supporting Evidence 
5. Select Choose File to upload supporting documentation.
6. When ready, click Submit

The status of the chargeback to which you responded will now be Bank Reviewing. You can return to this page to see whether the results of the bank review are in your favor (status is Won) or the customer’s (status is Lost).