ℹ️ Not all payments that are disputed as duplicates are actually duplicates. Sometimes, clients will dispute payments as Duplicate when they believe they already have or should not have paid for something. Other times, payments are disputed as Duplicate in error. The best way to get a better idea of the client’s intentions is to reach out to them directly to ask about the dispute. If the dispute was filed in error, you can respond to your dispute notification email to chat with our team about next steps.

To address the claim of a duplicate payment, please check the following:

• Check for duplicate payments in client profile > Billing > Payments.
• Review Reports > Jane Payments Transactions, filtering the Date Range to the date of the disputed payment, and check for any other payments made from that card on that date.
• If applicable, check external POS records for duplicate charges on the same date.

📌 If a duplicate is found, you can accept the dispute. [link responding to dispute guide here]

📌 If no duplicate is found, you will want to proceed with responding to the dispute.

Please note that chargebacks are an ongoing risk of processing credit cards, there is an industry-wide average win-rate of 30% for merchants, and Jane doesn’t control the outcome or bear responsibility for chargeback losses. Ultimately, the Account Owner is responsible to ensure a strong response is provided in time and with the understanding that success is not guaranteed. With that said, our goals are aligned with yours and we want to do what we can to help!