How can I avoid customer fee disputes?
Customer fee disputes are inevitable when operating a business, but in most cases they occur when there is a lack of transparency about a payment plan and the associated fees. There are a few ways you can ensure clarity and minimise fee disputes:
- Inform the customer that Ezypay is your billing provider
- Be upfront about the cost of the goods or services. Remove any hidden costs.
- Be clear about customer-paid Set-Up Fees or Transaction Fees
- Ensure the person paying has consented to the payment
- Keep track of goods or services provided to the customer, the time/date of delivery and the cost
What is a chargeback?
When a customer does not recognise a transaction, they can lodge a dispute with their bank. If this occurs, Ezypay will be notified and asked to provide supporting documents which the bank uses to decide if a credit is due to the customer. This type of credit is called a chargeback.
How does Ezypay support me when there is a customer dispute?
When Ezypay is contacted by the bank, we will let you know about the dispute and provide guidance and assistance on gathering the required documentation. If you cannot be reached, Ezypay will defend the case on your behalf, utilising any documentation that we have on file.
What supporting documentation is required?
When it comes to handling disputes, the more information that we can provide, the better your case outcome will likely be. Typically, the following documentation will be requested by the bank and can increase the chances in successfully defending a case.
| Evidence Required by Bank | Example Documentation |
| A screenshot/copy of the truncated card number supplied for their agreement | Signed Direct Debit Authority form |
| A screenshot/copy of `click to accept´ that the cardholder agreed to merchant’s T&Cs |
Signed Membership Agreement form |
| A screenshot/copy of the cardholder`s access/login | Screenshot of system indicating customer has accessed the merchant’s facility (in the case of a fitness studio, for instance) or proof customer has attended online training (in the case of online training) |
| Documentation showing proof that that the service was provided to the cardholder | Confirmation e-mail or copy of invoice that describes the services provided to customer |
| A screenshot/copy of credit/refund if already processed by the merchant | Copy of refund issued via cash or cheque |
How are chargebacks handled by Ezypay?
Different geographic regions have different handling processes. Please refer to the relevant location below for further details.
AUSTRALIA
When a dispute is raised by a customer that made a card payment, the amount disputed (including any fees) will be deducted from your next available settlement. If the dispute is dropped by the customer or the case dismissed by the bank, Ezypay will return these funds in your next settlement. In this scenario, any adjustments made to your settlement will be visible in the settlement report as a `Chargeback` (for the initial deduction) and `Chargeback Reversal` (for a credit) if the funds are returned to you.
When a dispute is raised by a customer that made a bank debit payment and it is found that a credit is due to the customer, the amount disputed (including any fees) is deducted from your settlement after the funds have been deducted from Ezypay by the bank. In this scenario, any adjustments made to your settlement are visible in the settlement report as a (debited) `Chargeback`.
NEW ZEALAND
When a dispute is raised by a customer that made either a bank debit or card payment and it is found that a credit is due to the customer, the amount disputed (including any fees) is deducted from your settlement after the funds have been deducted from Ezypay by the bank. In this scenario, any adjustments made to your settlement are visible in the settlement report as a (debited) `Chargeback`.
HONG KONG & SINGAPORE
When a dispute is raised by a customer that made a credit card payment, the amount disputed (including any fees) will be deducted from your next available settlement. If the dispute is dropped by the customer or the case dismissed by the bank, Ezypay will return these funds in your next settlement. In this scenario, any adjustments made to your settlement will be visible in the settlement report as a `Chargeback` (for the initial deduction) and `Chargeback Reversal` (for a credit) if the funds are returned to you.
ASIA (EXCL. HONG KONG & SINGAPORE)
When a dispute is raised by a customer that made a card payment and it is found that a credit is due to the customer, the amount disputed (including any fees) is deducted from your settlement after the funds have been deducted from Ezypay by the bank. In this scenario, any adjustments made to your settlement are visible in the settlement report as a (debited) `Chargeback`.
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