thread Re: Payment dispute started while refund is in process in Archived Discussions (Read Only)

Payment dispute started while refund is in process

Redempta_LLC — Sat, 26 Oct 2019 03:22:15 GMT

I issued a refund to a customer and about a week after the refund processed they issued a payment dispute for the amount of the refund. It is still possible the refund has not shown up in their account, so now I am not sure how to respond. The dispute center gives two options: Challenge the dispute or issue a refund of the amount disputed.

If I challenge the dispute I don't want to it to stop or reverse the refund that has already started.

If I issue the refund I do not want to refund them twice.

The original invoice was paid on the 11th

I filed the refund on the 15th

The refund was withdrawn from my account on the 16th

On the 21st Square sent me an email saying the customer had been refunded and the amount would show up in their account in two to seven business days. Which would be between the 23 and 30th

On the 21st I sent the customer a refund receipt.

On the 24th the cardholder issued the payment dispute.

Can you please advise on what action I should take next?

Thanks

Re: Payment dispute started while refund is in process

Redempta_LLC — Sat, 26 Oct 2019 03:25:14 GMT

Any help would be greatly appreciated.

Re: Payment dispute started while refund is in process

Redempta_LLC — Sun, 27 Oct 2019 01:57:13 GMT

can anyone help with this? I am sure this happens to others as well.

Re: Payment dispute started while refund is in process

Kassi_ — Tue, 29 Oct 2019 18:17:46 GMT

Hi @Redempta_LLC -

Apologies for the delay! I am going to get this escalated over to our Customer Success Team to take a look into this.