Payment Dispute Process| RoverPass

How to Handle a Payment Dispute

A payment dispute (also known as a chargeback) occurs when a camper contacts their card issuer to question or reverse a payment. Once a dispute is opened, the card issuer—not RoverPass or Stripe—reviews the case and makes the final decision.

The first step is deciding how you want to respond.

I Believe the Charge Is Valid 

If you believe the charge is valid and have documentation to support it, you can challenge the dispute by submitting evidence.

For step-by-step instructions on preparing and submitting your evidence, see How to Submit Evidence for a Payment Dispute.

I Want to Refund the Camper
If you've decided the camper should receive a refund, it's important to understand that refunds cannot be processed while a dispute is open.

When a dispute is filed, the disputed funds are placed on hold by the card issuer. While the dispute remains open, refunds, transfers, and other adjustments cannot be processed for that payment.

If you want to refund the camper, you will need to:

Option 1: Ask the Camper to Withdraw the Dispute (No Dispute Fee)
If you and the camper have agreed that a refund is appropriate, this is generally the quickest and simplest solution.
  1. Ask the camper to contact their card issuer and request that the dispute be withdrawn.
  2. Once the camper receives confirmation from their bank or card issuer, ask them to send you a copy of the confirmation email or letter.
  3. Forward that confirmation to the RoverPass Customer Success team so we can submit it to Stripe.
  4. Once the withdrawal has been confirmed, the refund can be processed.
Notes

A dispute is not officially withdrawn until the card issuer confirms the request.

If you'd like the camper to receive their refund sooner instead of waiting for the dispute to be resolved choose:

Option 2: Accept the Dispute ($15 Dispute Fee)
  • Accept the dispute, or simply allow it to close without responding.
  • The card issuer will return the disputed amount to the camper.
  • No supporting evidence is required.
  • A $15 dispute fee charged by the payment processor will still apply.

If you're unsure which option is right for your situation, contact the RoverPass Customer Success team before responding to the dispute.