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Handling Disputes in the Business Hub

  • Updated

As a merchant with Afterpay you may receive a claim of non-receipt of goods from a consumer.

To view your disputes, log in to your Business Hub and go to 'Disputes'. You can find more information about handling disputes in the Business Hub by watching the video below. 

For more information on how to process a refund, click here.

 

 

How to respond to disputes in the Business Hub

Do you need to update your team's access? Click here.

You will have the opportunity to choose from one of the three options:

 

✅Accept the dispute 
  • If you do not have the order in your system, choose this option as you will not fulfill the order.
  • This will process a refund for the customer.

 

❎ Challenge the dispute - Respond to the customer
  • Update the customer with an explanation to what has happened. Be sure to provide evidence such as, but not limited to:
    • Proof of delivery
    • Tracking information
    • Proof of exchange
    • Refunded via store credit

NOTE: When updating a Case Document, the maximum character limit is 500 characters. Exceeding this will produce an error message: Something went wrong. Please try again

 

💰I’ve already refunded this customer

  • If you have already processed a refund for the customer there is no further action required.

 

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