Answer a card dispute

Utilica checks your Stripe or Square account every hour. When a customer disputes a payment, or the card company flags one as possible fraud, you get an email and it shows under Get Paid → Card payments → Disputes.

Answer it

1. Open the dispute. It shows the amount, the reason in plain words, what tends to win it, and the deadline.
2. Check What Utilica found: the order, the booking, your cancellation policy, a signed agreement, card-on-file consent, tracking and earlier orders from the same customer.
3. Read the answer, which is already filled in from those records. Change anything that isn't right and add what Utilica can't know. On Pro and Business, Write it with Tilly drafts a short letter to the bank.
4. Tap Send to the bank. It goes through Stripe or Square, and can't be changed after.

If you agree the customer should get their money back, tap Accept the dispute instead.

A flagged payment isn't a dispute yet. If you don't know the customer or nothing was handed over, Refund it: that usually stops a dispute and its fee.

Fewer disputes: write a cancellation and refund policy, get bigger jobs signed, save cards with consent, keep a reply-to email on your page, and refund early when it's fair. The Disputes screen shows which of these you've done.

With Square, reconnect Square once under Payment methods so Utilica can send answers for you.