Introduction

In Merchant Dashboard, managing financial transactions efficiently is paramount to ensuring smooth operations. However, disputes or chargebacks related to specific batches can occasionally arise, requiring careful handling to resolve them effectively. This article guides school administrators through the process of managing disputes or chargebacks within the SchoolCash payment processor.

TABLE OF CONTENTS

Understanding disputes and chargebacks

Disputes and chargebacks occur when a cardholder challenges a transaction, typically due to unauthorized charges, billing errors, or dissatisfaction with goods or services. In the context of SchoolCash, disputes or chargebacks may arise for various reasons, such as discrepancies in transaction records, billing inaccuracies, or misunderstandings between the school and the cardholder.

Dispute notifications

You can set up email notifications on disputes/chargebacks in the Application Settings section of Merchant Dashboard. See Opting in for Chargeback and Daily Batching Notification Emails for more information.

Steps to manage disputes or chargebacks

  1. Identify the Disputed Transaction: The first step in managing disputes or chargebacks is to identify the specific transaction(s) in question. School administrators can access transaction records within the SchoolCash system to pinpoint the disputed batch and gather relevant information.
  2. Gather Documentation: Once the disputed transaction is identified, gather all pertinent documentation related to the transaction, including receipts, invoices, and any communication with the cardholder. Comprehensive documentation strengthens the school’s position when responding to the dispute.
  3. Investigate the Issue: Thoroughly investigate the nature of the dispute or chargeback to determine its validity. Review transaction details, batch records, and any relevant policies or procedures to understand the circumstances surrounding the disputed transaction.
  4. Communicate with the Cardholder: Reach out to the cardholder to discuss the dispute and attempt to resolve the issue amicably. Clear and transparent communication can often lead to a satisfactory resolution without the need for escalation.
  5. Respond to the Dispute: If the dispute cannot be resolved through direct communication with the cardholder, prepare a formal response to the dispute through the SchoolCash system. Provide detailed information and supporting documentation to substantiate the school’s position.
  6. Adhere to Dispute Resolution Procedures: Follow the dispute resolution procedures outlined by the payment processor or card network associated with SchoolCash. Adhering to these procedures ensures compliance with industry standards and increases the likelihood of a favorable outcome.
  7. Monitor Resolution Status: Keep track of the status of the dispute resolution process within the SchoolCash system. Monitor any updates or requests for additional information from the payment processor or card network and respond promptly as needed.
  8. Document Resolution Outcome: Once the dispute is resolved, document the outcome and any corresponding adjustments made within the SchoolCash system. Maintaining accurate records of dispute resolution activities helps streamline future reconciliation processes.

Best Practices for Dispute Management

To effectively manage disputes or chargebacks related to specific batches in Merchant Dashboard, consider the following best practices:

  • Maintain detailed transaction records and documentation to facilitate dispute resolution.
  • Respond promptly to disputes and communicate openly with cardholders throughout the process.
  • Familiarize yourself with the dispute resolution procedures provided by the payment processor or card network.
  • Continuously monitor transaction activity and promptly address any potential issues or discrepancies.