Stripe Disputes: Daily, check our Billing Alerts Channel for Stripe disputes. Also, go to the home page of each product in Stripe to see if there are any other disputes open that did not make it to the Billing Alerts channel.
Once you take one, please put a check mark emoji under it to acknowledge that you are working on it.
PayPal Disputes: Periodically log into PayPal to see if there are any disputes, as we do not always receive Freshdesk notifications in our Billing Alerts channel.
In Freshdesk, use the PayPal Disputes and Info tag. The type will be Billing and ensure that the theme reference field is completed (except for BOWP).
Note 1: If the notification from PayPal includes a description that the case is being reviewed, no action is required (as PayPal will likely decline the dispute and the user will need to contact us separately to ask for a refund). The ticket can be closed.
Note 2: If the notification from PayPal indicates that a dispute has been accepted and they have withdrawn from our balance, this ticket can also be closed, as it is for information only. We have already worked on the dispute and accepted it.
Before even reviewing disputes and making submissions/accepting, etc. ensure that the subscription or automatic recurring profile is cancelled. This is important to ensure that they are never billed again. Be sure to delete any commissions associated with the sale. See this Refund folder for solutions for:
Processing Showthemes Refunds https://reactr.freshdesk.com/a/solutions/articles/64000054382
Processing Tesla Themes Refunds (and partial refunds) https://reactr.freshdesk.com/a/solutions/articles/64000054383
which also contains instructions for deleting affiliate commissions.
If the workload is extremely heavy, you can just log in and accept the disputes. If not, it is sometimes very beneficial to send a submission/response to the dispute (so that we are not charged penalty fees).
Follow along in the UI to either accept the dispute or respond with a submission.
Here are some examples of submission responses: Note I have a screenshot from the Showthemes site about recurring payments, but could not find one for Tesla Themes ... so you can delete the screenshot part for Tesla).
This customer never asked for a refund/credit. This charge should have been recognized (although we understand that it is easy to forget about a payment one year later). This is an annual recurring payment that the member set up (and agreed to) when they initially joined – as outlined not only on our website (https://www.showthemes.com/speaker-wordpress-theme#theme-pricing) before they purchased, it is also included in their confirmation purchase email from Stripe (immediately after purchase) that it is an annual payment.
Note that the member cancelled the subscription five days after the payment had already processed: https://www.screencast.com/t/s4jPlcsY. The payment was collected on June 24, 2019 (and not cancelled until June 29th). Since the cancellation took place after that date, when they cancelled, this ensured that they will not be billed again in 2020 and their membership is still active until that date i.e. access to all theme updates.
We also searched through all of our support requests / communication and the member did not submit a request to cancel their membership or to request a refund request – which we would have accepted at any time.
Edward should have sent us a request to cancel the membership and request a refund when he was charged (which can still be done) to work out a resolution with us instead of filing a dispute / reversal. I believe the process for most reversals includes asking the customer for proof that they attempted to contact the merchant for a resolution first, and that clearly did not happen.
We are very generous with refunds way past our 30-day policy.
We ask that you kindly cancel this reversal charge. We still would be happy to issue a refund should Edward not wish to keep / use our themes and he is very welcome to contact us directly at https://www.showthemes.com/help for a refund.
Thank you for working with us on a resolution for the joint satisfaction of all involved parties.
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SHOWTHEMES EXAMPLE ONLY
This charge should not have been disputed. This is an annual subscription (for updates/downloads) that was set up by Steven Gaulding on February 25, 2019. This is his annual recurring payment. If he logs into his membership account here: https://www.showthemes.com/my-account/ he will be able to see his orders and subscriptions.
If he no longer requires updates, we recommend that he log into his membership account and cancel the subscription. Then have him send an email to our support folks requesting a refund (info@showthemes.com or https://www.showthemes.com/help). We would be happy to issue that refund within 30 days of the payment date (and sometimes longer if this dispute process takes some time).
We are very generous with refunds way past our 30-day policy and are committed to customer satisfaction.
We ask that you kindly cancel this reversal charge. Thank you for working with us on a resolution for the joint satisfaction of all involved parties.
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The customer already has the product. This is an annual recurring payment that the member set up (and agreed to) when they initially joined – as outlined not only on our website before they purchase. It is also included in their confirmation purchase email from Stripe (immediately after purchase) that it is an annual payment. This annual payment ensures access to the membership area for support question access and all updates/downloads.
We also searched through all of our support requests / communication and the member did not submit a request to cancel their membership or to request a refund request – which we would have accepted at any time. This subscription was set up on April 5, 2016 and Megan made payments both in 2017 and 2018 and this was her next ‘expected’ payment.
Megan should have sent us a request to cancel the membership and request a refund that day (which can still be done) to work out a resolution with us instead of filing a dispute / reversal. I believe the process for most reversals includes asking the customer for proof that they attempted to contact the merchant for a resolution first, and that clearly did not happen.
If Megan was not happy with the plugin or the subscription, she could have simply asked for a refund and cancelled her membership. We are very generous with refunds way past our 30-day policy.
We ask that you kindly cancel this reversal charge. We still would be happy to issue a refund should Megan not wish to plugins and she is very welcome to contact us directly for a refund.
Thank you for working with us on a resolution for the joint satisfaction of all involved parties.
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After we have dealt with the dispute, the Freshdesk ticket can be closed.