Disputes can cost your business time, money, and even your ability to accept payments. Whether you’re dealing with chargebacks, claims, or customer complaints, knowing how to prevent, manage, and respond to disputes is critical for protecting your online shop.
This course will walk you through the entire dispute process—from understanding why they happen to setting up policies that safeguard your business. You’ll learn how to prevent disputes before they start, how to handle them effectively when they arise, and how to increase your chances of winning disputes with payment processors.
By the end of this course, you’ll have the tools and strategies to reduce chargebacks, improve customer satisfaction, and keep your business running smoothly.
Understanding Disputes and Why They Happen
- What is a dispute? Chargebacks vs. claims vs. disputes
- Common reasons customers file disputes
- How different payment processors handle disputes
- The impact of disputes on your business
- Recognizing high-risk transactions
What Happens When You Get a Dispute
- The dispute process from start to finish
- Timeline and deadlines for responding
- How disputes affect your payment processor standing
- Fees and penalties associated with disputes
- How multiple disputes can lead to account holds or bans
Preventing Disputes Before They Happen
- Clear product descriptions and pricing transparency
- Setting expectations with shipping and delivery times
- Using tracking and requiring signatures for high-ticket items
- The importance of strong customer service and communication
- Proactively handling complaints before they escalate
Business Policies to Protect Yourself from Disputes
- Creating a clear refund and return policy
- Terms of service and disclaimers every online shop should have
- Setting up proper fraud detection and security measures
- Keeping detailed transaction records and customer communication logs
- Why a dispute resolution process should be part of your business strategy
How to Respond to a Dispute and Improve Your Chances of Winning
- Gathering the right evidence to support your case
- Writing an effective response to your payment processor
- Understanding chargeback reason codes and how to counter them
- The role of customer service in resolving disputes before escalation
- What to do if you lose a dispute and how to prevent future ones