Since the reason for the dispute is “General”, this means that the bank has not provided a specific reason for why it was filed. It will be particularly important to contact your client to see if you can determine their reason for charging this payment back and if they would be willing to withdraw the dispute.
You’ll also want to send over some evidence for the Jane Team to upload to the dispute response for you, such as:
- The receipt
- Any signed policies (this is especially important if the payment is for a late cancellation or no-show fee)
- Service documentation, such as chart notes (if your regulatory body allows for this)
- Any correspondence or communication between you and the client regarding the transaction
- If this was a physical product that was shipped, order details such as tracking and delivery information
- Any additional documentation or proof of purchase that can support the legitimacy of the transaction