Root Cause

• Customer initiated a dispute for a debit transaction: The customer has formally disputed a debit payment with their bank.

• Unrecognized or unauthorized debit charge: The customer claims the debit was not authorized or is unfamiliar with the transaction.

• Product or service dissatisfaction: The customer disputes the debit payment due to dissatisfaction with the product or service.

• Duplicate or erroneous debit transaction: The customer identified an overcharge or duplicate debit from their account.

Troubleshooting and Solutions

• Review the disputed debit transaction details in Chargebee and the payment gateway.

• Contact the customer to understand the reason for the dispute and offer a resolution if possible.

• If required, gather and provide supporting documentation (such as proof of authorization, invoices, or service delivery confirmation) to the payment processor.

• Monitor the dispute resolution process closely and respond promptly to any chargeback or inquiry notifications.

• Implement clearer transaction descriptors, customer-friendly returns policy, and improve customer communication to reduce future disputes.