🔸 Your customer is disputing a payment to his credit card company
(online via Plannit Pay only).
How do I find out?
We will contact you to inform you and provide you with information such as :
the amount involved and the charges
the invoice number(s) involved
proof (stop payment document issued by the credit card company)
the deadline for exercising your right to dispute
What happens now?
The transaction claimed by the customer has been automatically refunded to the customer by the credit card issuer and an amount equal to the transaction plus fees has been debited to Plannit's account pending completion of the procedures.
As the amount has been debited to Plannit's Stripe account, this amount will be charged to your credit card linked to your account within the next few days.
What should I do?
We invite you to start by contacting your customer to understand the problem. Depending on the outcome of your discussions with the customer, you will be faced with one of two options:
If you succeed in resolving the case amicably, ask your customer to withdraw his stop payment on his credit card. This will reimburse Plannit, which will in turn reimburse you.
If your customer refuses to cooperate, you can provide documents to prove that a service was rendered as agreed with the customer. All you have to do is send us the various proofs seven working days before the deadline for Plannit to send them to Stripe.
A final decision will then be made. If you win the case, the amount will be refunded, but if the judgment remains unchanged, no amount will be refunded by Plannit.