TradeGecko Payments Dispute Process

What is a dispute with TradeGecko Payments?

A dispute occurs when a customer initiates a chargeback with their bank or credit card issuer. This occurs when a customer reaches out to their bank directly to file a dispute claim. 

What happens when a cardholder files a dispute on an invoice paid with TradeGecko Payments?

When a customer files a dispute on an invoice paid using TradeGecko Payments, our Payments team is notified. At this point, our Success or Support team will reach out immediately to the primary account user on the account by phone and email, to let the TradeGecko merchant know that a dispute has occurred on one of their invoices and on which invoice the chargeback claim was made.

At this point, the TradeGecko Customer Success team will file the evidence on behalf of the of the TradeGecko merchant to the cardholder’s bank

What happens if the TradeGecko merchant does not agree with the dispute/chargeback filed by the customer?

In the case where the chargeback or claim is not justified, the merchant will need to work with our Success Team to provide enough information showing that the chargeback isn’t justified.

To support the merchant’s case, the merchant needs to provide relevant evidence to resolve the dispute in his/her favour. What evidence to provide depends upon the type of dispute. While it’s not required that the merchant include every piece of information to submit as evidence, providing as much evidence as possible greatly improves the chances of overturning a dispute.

The Success Team will file the evidence on behalf of the TradeGecko merchant to the cardholder’s bank.

What information do I need to provide to dispute the chargeback claim?

Listed below is the following documentation our Success team will need in order to submit to dispute the chargeback claim from the customer:

  • Written letter from your customer outlining that they are withdrawing the dispute from their bank/credit card provider (if possible)
  • Product Descriptions (Refers to description of products in Disputed Sales Order)
  • Customer Email Adress
  • Customer Signature (Digital signature from the customer on the order)
  • Receipt of Purchase (Invoice in TradeGecko)
  • Customer Communication (Any communication between Merchant and Buyer)
  • Shipping Information (Proof of shipping to include tracking link, documentation, proof of delivery, shipping confirmation)
  • Any Additional Information explaining the context of the dispute if relevant

How can I submit dispute information?

Dispute information is submitted by our Success Team before the dispute due date.

Withdrawal of funds in case of dispute loss

When the bank or issuer finds the dispute in the customer’s favor, the amount of the dispute is withdrawn from the TradeGecko Merchant’s Account linked to TradeGecko Payments, including the chargeback fee.

What happens if I accept a dispute from a customer using TradeGecko Payments?

If the TradeGecko Merchant accepts the dispute or chargeback claim from the customer, the TradeGecko merchant will need to notify the Success team. The Success team will notify the bank or issuer, and the amount of the dispute will be withdrawn from the TradeGecko Merchant’s Account linked to TradeGecko Payments, including the chargeback fee.

Lost dispute fees

The lost dispute fees depend on the country of business registration and ranges from $0 to $25 in local currency. For example, businesses in Singapore will incur a $15.00 fee when there is a dispute on one of the merchant’s transactions. If the dispute is resolved in the merchant’s favor, however, the fee is refunded.

Withdrawal of funds in case of disputes

In the event the dispute is resolved in the customer’s favour and the merchant’s TradeGecko Payments account does not have sufficient funds to be charged for the dispute, TradeGecko Payments reserves the right to withdraw funds from the merchant’s linked bank account with the added lost dispute fees (that are different based on the country of business registration). However, if the dispute is resolved in the merchant’s favour, this is not applicable.

Note
You can find out more about TradeGecko Payments Terms of Service here.
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