Disputes Manager

A dispute (also known as a chargeback) happens when a shopper on your store questions a payment with their card issuer. The bank/financial institution temporarily reverses the charge while the case is being reviewed between them and our payment processor Stripe. 

Previously, countering a dispute required working with OrderMyGear's Support team to have evidence submitted on your behalf, but now, users with the Owner or Accounting role can manage disputes right within the Pop-up Stores Platform and submit evidence and see the status of disputes.

Why was a Dispute Submitted?

Disputes/chargebacks can be submitted by the shopper for any reason, but can include:

• Product Not Received: The customer claims they did not receive the products purchased.

• Product Unacceptable: The customer received the product but claims it was defective or damaged in some way, or was not described or represented in an accurate manner before purchase.

• Fraudulent: This is the most common reason for a dispute and happens when a cardholder claims that they didn’t authorize the payment. The cardholder might have made an error and failed to recognize a legitimate charge on their credit card statement, or they might have genuinely been a victim of someone using their card fraudulently. This is a difficult dispute type to win because in many cases, the reason for the dispute is correct. If you believe the payment was indeed fraudulent, the appropriate action is to either accept the dispute or decline to challenge it.

• Additional Dispute Categories can be found here.

Accessing the Disputes Manager

Dealer admins with the Owner and Accounting role assigned to their account are the only users who have access to this tab within OrderMyGear. If you believe you need access, please contact us at support@ordermygear.com and our support team can work with you on this.

To access the Disputes Manager:

 Step 1: From the Dashboard of your Pop-up Stores account, click into Accounting.

Step 2: Next, click into Disputes at the bottom of the list of options under the Accounting menu.

Step 3: Now, when you're under this tab, you will see a list that includes the date it was received, the status of the dispute, the email address of the shopper, and the amount for the dispute.

Step 4: Once you click on a dispute, you can proceed to counter it or accept the dispute. Countering the dispute involves submitting evidence to indicate that the transaction is valid.

Step 5: If you accept the dispute, no additional action is required, and the temporarily reversed funds are now permanently returned to the shopper. We would recommend canceling their order out if you choose this route. 

Step 6: If you choose to counter the dispute, you will be allowed to provide evidence that supports your claim that you should win this dispute.

NOTE: You can only submit evidence once for a dispute.

Step 7: Once the dispute evidence window closes, the process is then with the bank/financial institution that submitted the dispute, and Stripe. A decision will be made after review and you will be notified if the dispute was won or lost. 

Dispute Decisions

Disputes can either be won or lost:

• Dispute Lost: If it's lost, the temporarily reversed funds go back to the shopper permanently, and the dispute + counter fees are deducted from your Stripe account.
• Dispute Won: If the dispute is won, the temporarily reversed funds are deducted back from the shopper and go back to your Stripe balance and any dispute + counter fees are removed/voided.

Once a decision has been made on the dispute, no additional action can be done to change the decision. We recommend submitting all applicable pieces of evidence requested when countering a dispute to ensure that there is enough information for Stripe to contest the validity of the dispute.

Disputes FAQs

Q: Can I not accept the dispute and just refund the order and delete it? 

A: We do not recommend refunding or deleting disputed orders until a decision has been made.

Q: Is there a fee for disputes?

A: Yes, you incur a $15.00 fee when there is a dispute on one of your transactions. If the dispute is resolved in your favor, however, the fee will be refunded.

Q: My customer's credit card was compromised. Can I change their card on file?

A: You won't be able to change the customer's credit card info within OMG. The customer will still need to contact their bank to OK their charge even if their card has been compromised. The bank will typically handle transferring this legitimate charge to their new card. 

Q: Can I submit late evidence?

A: Please note the respond by date on the customer information. This is the last day that evidence can be submitted to fight the dispute. Once that day has passed, no more evidence can be sent in. Failing to submit evidence may result in a lost dispute without additional review.

Q: What happens when the dispute is lost?

A: Unfortunately, we do not have insight into how the customer's bank reaches a decision. If the dispute is lost, the bank has decided that the funds stay with the customer and will not be returned to you. If the dispute is lost you will need to work directly with your customer and they will need to pay you back directly. 

Q: What are examples of acceptable forms of evidence I can submit to counter a dispute? 

A: This varies based on the "Dispute Category" itself assigned; each dispute category has different recommended pieces of evidence that can be uploaded. To that end, we do recommend ensuring that you have applicable terms and receipt information. Stripe will accept screenshots of Pop-up Stores that include checkout or welcome messaging, but this by itself may not be sufficient as evidence. 

Q: Does OrderMyGear have any recommendations on additional store settings we can utilize to ensure users understand our ordering/return policies? 

A: Yes! In addition to including verbiage about this in the store welcome page, checkout section, and receipt header, you could also add a custom option to individual products or a custom field at checkout, which has users agree to/confirm their understanding of your policies. That way, this information appears on the receipt and at minimum, we always recommend uploading the shopper's receipt OrderMyGear generates as evidence.