Bank Disputes
If one of your gym members disputes a transaction with their bank, Stripe will notify fitbox of the dispute and initiate an investigation.
Process:
1. Notification - fitbox will immediately contact the gym admin with details of the dispute.
We recommend immediately reaching out to the member to resolve the issue directly. There is a $25 Stripe dispute fee per dispute, which can be avoided if your member withdraws the dispute.
- If the member agrees to cancel the dispute, fitbox will need a copy or screenshot of correspondence confirming the withdrawal of the bank dispute, which will be submitted as evidence to Stripe.
- If the member does not cooperate or the admin cannot reach them, the admin can then submit any relevant documentation (e.g. cancellation/suspension policy) to fitbox for submission as evidence to Stripe.
2. Response to Stripe - fitbox will respond to the dispute by providing any evidence or documentation you have submitted that supports the validity of the transaction.
3. Bank Investigation - The customer's bank or credit card issuer investigates the dispute based on the information provided by both the customer and fitbox.
4. Resolution - Stripe will notify fitbox of the outcome, which will be passed on to the gym admin. The dispute may be resolved in favour of the customer (resulting in a refund) or the gym admin (the transaction remains valid).
Important:
1. Do not issue any refunds to your member unless confirmation they have withdrawn the dispute is received and you are happy to proceed. If you refund without confirmation you may lose the dispute as well as pay the refund.
2. Please send fitbox a copy or screenshot of the email from your member confirming the withdrawal of the dispute with their bank. fitbox requires this as evidence to submit to Stripe on your behalf before the Stripe deadline.
3. If you decide not to dispute the claim, please let fitbox know. If you do not submit any evidence, you will lose the dispute by default.
FAQs:
1. The Stripe dispute fee is $25 per dispute. For instance, if a member disputes 3 payments, the total fee will amount to $75 if the dispute follows the investigation process and is lost.
2. This fee can be waived if the admin submits evidence and wins the dispute.
3. If the admin does not respond to fitbox and send evidence, fitbox will not have any documentation to use to fight on behalf of the gym owner. Consequently, the gym owner is likely to lose the dispute, resulting in charges for the disputed amount along with the $25 dispute fee.
4. Certain payment types, like Direct Debit/BECS, may result in the bank returning funds without initiating a formal dispute process. If this occurs, Stripe will automatically charge your account. Stripe recommends that you first reach out to your member directly. If you are unable to resolve the issue or communication is unsuccessful, the next recommended step is to contact their bank for further assistance.
