What Do I Do Next? / How Do I Get My Money Back?
Unless you already know the circumstances surrounding the dispute, your first step should always be to contact your student/registrant/cardholder to find out why the dispute was created.
Once you understand why the dispute was created, you have two options: Accept the dispute or Challenge the dispute.
If you agree that the cardholder should be refunded, or cannot provide sufficient evidence to support your claim, you will want to Accept the dispute.
Once the dispute is accepted, the funds are permanently refunded to the cardholder. Because the funds plus the dispute fee have already been deducted from your account, this will not affect your balance any further and the matter will be closed.
To Accept the dispute, just let CourseStorm know and we will convey that information to the bank on your behalf.
If you believe the original charge is valid and can provide evidence to support that claim, you will want to Challenge the dispute.
This is what you should do if you want to try to get your money back from the bank.
CourseStorm’s role is to forward your evidence to the bank for review. The bank then has 60-75 days to respond and their decision is final. If you win the dispute, your funds will be returned to you. If not, the bank permanently refunds the cardholder using the funds that they withdrew at the start of the process.
For more information about how to submit, what constitutes strong evidence and best practices, see this article: How do I Submit Evidence? / What is Strong Evidence?
Always be aware of the response deadline. You only have a limited amount of time (usually no more than 7 days) to decide how to respond and submit any evidence.