Although they've agreed to drop a dispute, your client may still end up winning the dispute because of the strict process that financial institutions follow. Therefore, it is important to submit the correct documentation to confirm the withdrawal of the dispute.
Withdrawing the dispute
Withdrawing the dispute starts with your client contacting their financial institution.
Upon formally withdrawing the dispute, the bank will re-bill your client's account for the disputed charge and sometimes provide a letter of withdrawal, typically via mail within seven business days. If they don't receive a physical letter, the cardholder should get a notification electronically either via email or on their associated online account.
If the client does not receive any of these pieces of documentation, we may also be able to use a screenshot from the client's online banking portal for confirmation.
Collecting evidence of the withdrawal
Now that your client has withdrawn the dispute, we'll need proof to submit to the payment processor. This will be one of the following documents:
Option 1: Re-billing statement
In general, a re-billing statement must be a full-screen screenshot of your client's online banking portal. It's okay if your client prefers to redact any sensitive information but we must be able to see all of the following details in the screenshot:
- The cardholder's name
- The last four digits of their card
- The date and the amount of the dispute
- The date of the original charge
- The date of the "conditional credit" -- the refund of the original charge
- The date in which the credit was reversed
Option 2: Letter of withdrawal
When the client submits a letter of withdrawal, whether provided online or via mail, we must obtain a scan or screenshot of the entire document with all of the following details included:
- A statement that the client has dropped or withdrawn the dispute
- The cardholder's name
- The last four digits of their card
- The date and the amount of the dispute
Submitting an interim challenge
Once your client obtains the letter of withdrawal or a screenshot of the re-billing as it appears on their statement, obtain this documentation and forward it to TravelJoy's support team. If possible, we will include this in your dispute response, but it is often not available before the evidence submission deadline.
Whether you receive proof of withdrawal on time or not, you must respond to the dispute with evidence. Evidence is extremely important in all dispute cases, even when your client withdraws.
If you don’t submit evidence against the dispute, the lack of evidence indicates an acceptance of the dispute -- this happens even if your client has withdrawn, and funds will be stuck on their side, which is why it’s crucial you submit evidence against each dispute case.
Next steps
Once you've submitted evidence, we need to wait for the bank to let us know that the dispute has been closed in your favor. As soon as they do that, we will return the full amount of the charge and the associated $15 fee to you. Do note that this process can take quite a while - it's not unusual for this to take 60-75 days after the evidence due date, even when a dispute has been withdrawn, as withdrawal cases use the same chargeback timeline as all other disputes. As soon as we know that the dispute is closed in your favor we will send you an email.
In some instances we are able to close a withdrawn dispute out early as a courtesy if you send us over a copy of the letter of withdrawal or re-billing statement. However we are only able to do this if the bank has sent our payment processor a reversal record, which is an indication that the funds will be coming back to us in order to be returned to you.
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