Kajabi Payments Integration: Your Complete Guide to Streamlined Online Business Transactions

How to Verify Your Employer Identification Number (EIN) for Kajabi Payments

Verifying your Employer Identification Number (EIN) is a crucial step when setting up Kajabi Payments, especially if you’ve received a notification indicating that your EIN couldn’t be verified. In this section, I’ll guide you through the process of uploading your tax documentation and ensuring that your business information matches IRS records.

Uploading Your Tax Documentation

If you've received a notification that your EIN hasn’t been verified, the first step is to upload your tax documentation to Kajabi. Here’s how you can do it:

1. Go to the bottom left corner of your Kajabi Dashboard and click on Settings. Select Payment Integration.
2. Click the three dots above Kajabi Payments to open the More Actions menu.
3. Select Finish setup from the dropdown. Follow the instructions on the onboarding page to upload your tax documentation.

This step is crucial to ensure that Kajabi Payments can verify your EIN and that your payment processing isn’t delayed.

Matching Your Legal Business Name and EIN

For a successful verification, it’s essential that your Legal Business Name and EIN exactly match what’s on your IRS documentation. Pay close attention to capitalization, punctuation, and any second lines that may appear on your documents. Even minor discrepancies can lead to verification issues.

Using IRS Documentation as a Reference:

When entering your legal business name and tax ID number (TIN), refer directly to your official IRS-issued documents, like your SS-4 confirmation letter or a Letter 147C. These documents reflect how your entity is filed with the IRS, and the information must match exactly in Kajabi Payments.

Commonly, IRS records for LLCs might include both the owner’s name and the business name. For Kajabi Payments to verify your information, ensure you enter it exactly as it appears on the IRS documents, including any upper or lower case letters, symbols, or punctuation marks.

If you’re uncertain, a good rule of thumb is to enter all information that appears above your business address on the document. If there are multiple lines, combine them into one line with single spaces between each detail.

What to Do If Verification Fails

If your legal name and tax ID on file match your IRS documents, but Kajabi Payments still can’t verify it, here’s what you should do:

1. Request a Letter 147C: Contact the IRS Business & Specialty Tax Line toll-free at 1-800-829-4933 to request a Letter 147C. This letter provides a record of how your entity is filed with the IRS.

2. Upload the Letter: If you obtain a Letter 147C and verification still fails, upload a copy of the letter to your Kajabi Dashboard for further review.

3. Wait for IRS Records: If you’ve recently established your EIN, keep in mind that it may take a few weeks for the IRS records to be updated. In the meantime, double-check all your entries and ensure everything is accurate.

If all your information matches and you’re still encountering issues, don’t hesitate to contact Kajabi support for assistance.

Additional Tips

• Stay Patient: If you’ve recently received your EIN, it may not yet appear in the IRS records, so give it some time.
• Double-Check Details: Even small discrepancies like a misplaced symbol or incorrect capitalization can cause issues, so review your information carefully.
• Keep Documentation Handy: Having your IRS documentation on hand during this process can save you time and help you avoid mistakes.

Pro Tip: If you're new to Kajabi or considering signing up, use my affiliate link to enjoy exclusive bonuses, including my Kajabi Kickstart course to help you get started on the right foot. Let's make sure your business is set up for success from day one!

Kajabi Payments: Additional Verification Requirements

As you're setting up Kajabi Payments, you might encounter a request for additional verification. This is due to recent changes implemented by Stripe, which is the payment processor behind Kajabi Payments. To continue processing payments smoothly and avoid any payout delays, it’s essential to review and update your information.

Why Am I Being Asked to Verify My Kajabi Payments Information?

Stripe has introduced new requirements across its platform, which directly affect Kajabi Payments users. If you’re using Kajabi Payments, you may need to provide additional details to meet these updated standards. Ensuring that your account information is up to date will help you avoid any disruptions in your payment processing.

You can complete your verification directly on the Payments Integration Page by selecting “View Details” under Kajabi Payments in your Payment Integrations settings.

What Type of Information Will I Need to Update?

The specific information you need to provide will vary depending on your account. You might be required to update your physical address, especially since P.O. Boxes are no longer acceptable. Additionally, you may need to provide your full social security number (if previously only the last four digits were required), your EIN, a link to your website, owner details, or other similar information. Kajabi will prompt you with the specific details required for your account.

How Is My Information Secured?

The information you submit for verification is entered directly into Stripe and is used solely for verification purposes. Both Kajabi and Stripe take stringent measures to secure your data, ensuring that your information is protected throughout the process.

How to Convert Your Offers from Stripe to Kajabi Payments

If you’re currently using Stripe and want to switch to Kajabi Payments, you can update all of your Offers at once. This allows you to accept not just credit and debit cards but also additional payment methods like Apple Pay, Google Pay, and Afterpay.

What to Expect When Converting to Kajabi Payments

• PayPal Compatibility: Any Offers that currently accept PayPal will continue to do so after the conversion.
• Enhanced Checkout Experience: By enabling Apple Pay, Google Pay, and Afterpay, you’ll update the checkout experience to a new UI that displays all configured payment methods.
• Subscription Handling: Subscriptions or multiple payments already on Stripe will remain there. Only new purchases will be processed through Kajabi Payments.

You can also choose to enable "Buy Now, Pay Later" options like Afterpay on all your eligible Offers to help boost conversions at checkout.

To convert existing offers to Kajabi Payments:

1. From your Dashboard, navigate to the Sales tab.
2. Choose the offer you want to enable Kajabi Payments on.
3. Click on the Pricing tab.
4. Scroll down to the Payment Providers section and select Kajabi Payments. You can also enable additional payment methods at this point.
5. Click Save to apply the changes.

Note: When you convert an existing offer to Kajabi Payments, any ongoing subscriptions or multiple payments will remain on the original payment processor (e.g., Stripe or PayPal). New subscriptions or payments will be processed through Kajabi Payments. Most of your customers won’t notice a difference, but some may need to re-enter their payment information.

Steps to Convert Your ALL Offers to Kajabi Payments

1. From your Kajabi Dashboard, go to the Sales tab. Click on Offers.
2. At the top of the screen, you’ll see a banner. Click Let’s do it!.
3.  

4. Enable Afterpay (Optional): Choose if you want to enable Afterpay on all eligible one-time offers.

5. Click Convert now to update all Offers.

Once the conversion is complete, you’ll receive an email from Kajabi Payments confirming that the process is done. This conversion is instant and won’t disrupt any sales happening during the update.

Note: Kajabi Payments does not support the legacy 2016 checkout. If you’re converting your Offers to Kajabi Payments, any existing Offers on the 2016 checkout legacy will automatically be updated to the New Gen Checkout.

To create a new offer with Kajabi Payments:

1. From your Kajabi Dashboard, go to the Sales section. Click Offers and then +New Offer.

2. Enter Offer Details: In the Offer Creation Wizard, input an Offer Title and select the Product(s) you want to sell with this offer.

3. Set Pricing and Payment Providers: Choose the pricing structure and select Kajabi Payments under the payment providers dropdown. Enable any additional payment methods you wish to offer.

4. Once everything is set, click Save and Finish to finalize your offer with Kajabi Payments.

How to add Kajabi Payments, Stripe, and/or PayPal as payment options:

1. Open the Sales tab from your Dashboard. Navigate to Offers and select the Offer you want to edit.

2. Set Up Payment Providers: Click on Pricing in the top menu. Scroll down to the Payment Providers section and choose the payment method(s) you want to enable.

3. Click Save to apply your changes.

How to Set Up Subscriptions or Multiple Payments with Kajabi Payments

Kajabi Payments supports various subscription features, making it easy to manage recurring payments for your offers.

Subscription Features Supported by Kajabi Payments:

• Configure trials and set up fees.
• Issue full or partial refunds for subscription transactions.
• Send receipts to customers.
• Cancel payments as needed.
• Manually retry failed subscription payments.

• Creating a Subscription Offer:

  • Go to the Sales tab, click Offers, and select the Offer you wish to edit.
  • Under the Pricing tab, choose Subscription as the payment type.
  • Add any trial periods or setup fees, then select Kajabi Payments as the provider and save your settings.

Multiple Payment Features Supported by Kajabi Payments:

• Configure trials and set up fees.
• Issue full or partial refunds for multiple payment transactions.
• Send receipts to customers.
• Cancel payments as needed.
• Manually retry failed payments.

• Creating a Multiple Payment Offer:

  • Follow similar steps, but choose Multiple Payments under the Pricing tab.
  • Enter the payment amount and number of payments, then save your settings.

These options give your customers more flexibility and can lead to increased conversions.

Note: Any new subscriptions or multiple payments will be processed through Kajabi Payments once set up. Existing subscriptions or payments will remain on Stripe

This content is structured to provide a clear and comprehensive guide to setting up and managing Kajabi Payments. The goal is to make it easy for anyone using Kajabi to understand and implement this payment option, all while subtly encouraging them to use my affiliate link to sign up. As we continue to build out this ultimate guide, I’ll ensure each section flows naturally and keeps the reader engaged.

Pro Tip: If you’re considering Kajabi, use my affiliate link for exclusive bonuses that will help you hit the ground running with your online business.

Kajabi Payments Sales Tax Overview

When running an online business, it’s crucial to understand the importance of sales tax and how it applies to your products and services. In this section, I'll guide you through setting up and managing sales tax within Kajabi Payments. This overview will help you make sure that your sales tax is calculated correctly, so you can focus on growing your business.

What is Kajabi Sales Tax?

Kajabi Sales Tax is a feature that automatically calculates and collects sales tax on your products and services. Kajabi has partnered with Quaderno, a leading sales tax compliance platform, to ensure that taxes are calculated accurately based on your customer’s location and the products or services you offer. However, it's important to note that while Kajabi helps you calculate and collect sales tax, it doesn’t file or remit sales taxes for you. That responsibility remains with you.

If you're unsure about the tax obligations for your business, I highly recommend consulting with a tax professional or local tax authorities. Quaderno’s Sales Tax Guides can also be a helpful resource to get you started.

Before You Begin Setting Up Kajabi Sales Tax

Before you set up Kajabi Sales Tax, you need to determine whether you need to charge sales tax, in which jurisdictions (states, countries, etc.) you need to charge it, and which of your products or offers should include sales tax. This step is crucial to ensure compliance with tax regulations.

Once you determine your obligations, you’ll need to register with the tax authority in each jurisdiction where you plan to collect sales tax. They will provide you with a Tax ID, which you’ll need to complete the setup in Kajabi.

Managing sales tax can be a challenge, but Kajabi Payments simplifies it with automatic tax calculation. Here’s how to set it up:

1. Onboard to Kajabi Sales Tax:  Only users with Owner or Sub-owner permissions can set up Kajabi Sales Tax. To begin, make sure Kajabi Payments is set up on your account. Then, follow these steps:

   • Ensure Kajabi Payments is set up in your account.
   • Navigate to Settings and select Tax under Site Settings.
   • Agree to the terms and set your default tax code and product type. 

Note: The Tax Code and Product Type you select during setup will be the default for your offers. You’ll need to activate sales tax for each specific offer individually.

• Add Jurisdictions: Click on Add Jurisdiction and enter the required information, including the tax registration number.

Only active jurisdictions, based on the Valid From and Valid Until dates you enter, will be factored into the sales tax calculation.

Pro Tip: Kajabi helps you track when you’ve almost hit or have hit a nexus in a region where you're not currently registered. You’ll receive friendly reminders to consider registering in those regions.

Enabling Sales Tax on Offers

To start collecting sales tax on an offer, you must first select Kajabi Payments as a payment option. Then:

1. Go to the Sales tab, select an Offer, and click on the offer you want to enable sales tax for.
2. Under the Pricing tab, check the box for Collect Sales Tax and select the applicable tax code.
3. Click Save to apply your changes.

This feature ensures that you’re compliant with local tax laws and can easily manage tax reporting.

If you want to enable Kajabi Sales Tax across all your offers, Kajabi offers an option to bulk apply this setting.

Sales Tax Reporting

Kajabi makes it easy to view and export your sales tax reports:

1. View Sales Tax Report: From the Dashboard, go to Analytics and scroll down to Sales Tax. Choose a date range or apply filters to view your data.
2. Export Sales Tax Report: From the Analytics page, after applying your filters, click Export.

You can also export sales tax data from the Transactions page under the Sales tab.

Managing Refunds and Sending Receipts with Kajabi Payments

Kajabi Payments makes it easy to handle refunds and send receipts for both subscription and multiple payment transactions.

Issuing a Refund

To issue a full or partial refund directly from Kajabi:

1. Go to the Sales tab on your Dashboard. Select Payments and then click on Transactions.

2. Find the Transaction: Search for the Customer’s email whose payment you wish to refund.

3. Initiate the Refund:

   • Open the More Actions menu (the three dots). Select Refund.
   • Enter the Refund Amount and, if desired, a reason for the refund. Click Refund to process the refund.

Sending a Receipt

To send a receipt for your Customer’s subscription transactions:

1. From the Dashboard, navigate to Sales and then Payments.

2. Locate the Transaction: Click on Transactions and search for the Customer’s email.

3. Open the More Actions menu and select Send Receipt.

Editing Individual Subscription Prices

There might be times when you need to adjust the subscription price for an individual customer. Here’s how you can do that:

1. Access the Subscriptions: Go to the Sales tab from the Dashboard. Click on Payments and select Subscriptions.

2. Edit Subscription Price: Click on the subscription amount for the customer you want to edit.

   • If you’re increasing the price, make sure to check the box indicating that you agree to notify customers of price changes as required by law.

3. Remember to click Save to apply the new price.

Note: When increasing a subscription price, it's crucial to notify your customers according to legal requirements. The price change will take effect on the next scheduled subscription date, but changes made just before a payment may not apply immediately.

Canceling Subscriptions or Multiple Payments

If a customer needs to cancel their subscription or multiple payment plan, you can handle this directly in Kajabi.

Canceling Payments and Product Access

1. Access Customer Information: From your Dashboard, click on the Contacts tab. Select the Customer from your contact list.

2. Click View More next to the Total Offers in the Contact Preview. Click More Info for the Offer you wish to cancel.

3. Open the More Actions menu and select Cancel Payments. Choose when to cancel payments and access:

   • End of the current billing period.
   • On a custom date.
   • Cancel Now.

4. Click Yes, Cancel Payments to finalize the cancellation.

Canceling payments through Kajabi will immediately end the subscription or payment plan and revoke product access for the customer.

This guide to Kajabi Payments is part of my commitment to helping you succeed with your online business. If you’re ready to start using Kajabi Payments, follow the steps outlined here, and remember that by signing up through my affiliate link, you can enjoy exclusive bonuses like extended trials and my Kajabi Kickstart course.

How to Manage Failed Payments with Kajabi Payments

Failed payments are a common issue in any subscription-based business. Kajabi Payments helps you manage these effectively with built-in tools and automated processes.

What Causes a Failed Payment?

Payments can fail for several reasons, including:

• Expired payment methods
• Insufficient funds
• Incorrect card details
• Declined payments

Kajabi Payments automatically retries failed payments up to four times over three weeks, using Stripe’s smart retry system, which predicts the best time to retry based on various factors.

Handling Failed Payments

When a payment fails:

• The purchase record status changes to Past Due.
• The recurring transaction will show Retrying.
• If the retry is successful, the status returns to Active.
• If all retries fail, the subscription or multiple payments are canceled, and product access is revoked.

Pro Tip: Customize the failed payment email notifications that Kajabi sends to your customers. It’s a good way to remind them to update their payment information and prevent cancellation.

Viewing and Exporting Failed Payments

To view failed payments:

1. Navigate to Payments: Go to Payments on your Dashboard.
2. Filter Transactions: Click on Transactions, apply the filter for Failed payments, and Kajabi Payments.

To export failed payments:

1. Export Transactions: After applying the filter, click on Export to download the data.

Manually Retrying Failed Payments

If you prefer, you can manually retry a failed payment:

1. Go to Sales: From the Dashboard, click on Sales.
2. Find the Transaction: Locate the failed transaction.
3. Retry Payment: Click on the payment and select Retry Payment.

You can retry a failed payment twice every 24 hours.

Understanding Failed Payment Reasons

Understanding why a payment failed can help you take the right steps to resolve the issue. Here are some common failure reasons and what they mean:

• Card requires authentication: The customer needs to authenticate their card during the transaction.
• Expired card: The customer needs to update their card details.
• Insufficient funds: The customer’s card doesn’t have enough funds.
• Incorrect card number: The customer needs to update or use another card.

Kajabi Payments Payouts

Managing your payouts effectively is crucial for ensuring smooth financial operations in your Kajabi business. Here, I’ll walk you through everything you need to know about receiving your payouts, managing payout schedules, and handling any potential issues that may arise.

Receiving Payouts with Kajabi Payments

Payouts are the funds transferred from your Kajabi account to your bank account. You can view your current balance, see when your next payout is expected, and access detailed payout information directly from your Kajabi Payments dashboard.

Payout Schedule

Your payout schedule determines how often Kajabi sends money to your bank account. You might have the option to choose between daily, weekly, or monthly payouts. For weekly or monthly payouts, you can specify the exact day or date you want the funds to arrive in your bank account.

It’s important to note that while you can select the desired date for your payouts, there may be delays depending on your bank. The payout schedule controls when your funds are paid out but doesn’t affect how quickly transactions appear in your balance.

After your first sale through Kajabi Payments, additional payout schedules may become available within 1-2 business days. Any updates you make to your payout schedule will also take 1-2 business days to take effect.

Time Zone Consideration: All payments and payouts are presented in the dashboard according to the timezone you’ve set up on your Kajabi site.

Transaction Delay

While the payout schedule controls how often funds are sent to your bank, the transaction delay refers to the time between when a customer pays you and when those funds are processed and included in your payout.

The delay is typically expressed as Transaction Date (T) + a specific number of days. For example, with a T+2 standard transaction delay and a daily payout schedule, your daily payouts would include transactions from three business days prior.

Upon onboarding to Kajabi Payments, your account is set to a Monthly payout schedule with a T+7 transaction delay. This initial setup is for regulatory and compliance purposes.

Important: Your next payout may not include all transactions in your available balance if they haven’t met the transaction delay. It may take up to 7 business days or longer for all funds to become available for disbursement.

If you need more information about your specific transaction delay, feel free to reach out to [email protected].

Payout Failure

If a payout fails, Kajabi Payments will notify you via email, and you’ll see the failed status on your Payouts Page. In most cases, updating your bank account information or contacting your bank will resolve the issue.

How to View Kajabi Payments Payouts and Payout Details

Receiving your earnings is one of the most satisfying parts of running a business. Kajabi Payments allows you to manage your payouts with ease:

1. Go to the Payments tab and click on View Payouts. Here you can see your current balance, upcoming payouts, and past payouts.

   • You’ll see recent payouts in the Overview and can toggle to All payouts in the top navigation to see a complete list of your payout records.

Your payouts can have the following statuses:

• Paid: The payout has landed in your bank account.
• In Transit: The payout is on its way to your bank account.
• Failed: The payout was unsuccessful, and you may need to update your bank account details.

Note: Your initial payout may take up to 7 business days to become available, regardless of your selected payout schedule. Additionally, bank holidays may delay your payouts, with funds expected to be processed on the next business day.

Viewing Payout Details

For a detailed breakdown of each payout, click on the Payout Details Page for records marked as "Paid." This page will provide a breakdown of each transaction included in the payout, including fees, refunds, and any adjustments made.

Exporting Payout Details

You can export your payout details either individually or in bulk. Here’s how:

1. Navigate to the Payments page in your Kajabi account. Click on View payouts.
2. Select the Export button to choose between exporting a summary or an itemized report that includes individual fee breakdowns for each transaction.

You’ll receive your export via email after selecting the desired date range.

How to Update Your Payout Schedule

To adjust your payout schedule:

1. From your Kajabi account, go to Payments. Click on View payouts to access your Payouts page.
2. Select Update next to the Payout schedule. Choose the frequency (daily, weekly, or monthly) and specify the day if applicable.

Note: Payout scheduling options can vary depending on factors such as your industry and historical processing behavior.

How to Update Your Bank Account

If you need to update your bank account information:

1. From your Kajabi account, go to Payments. Click on View payouts.
2. Manage Bank Account: Select Manage next to your current bank account information.

Important: Updating your bank account will delay payouts for 7 days before your usual payout schedule resumes. You won’t be able to change your payout schedule during this period.

What Happens if My Kajabi Payments Balance Goes Below Zero?

Occasionally, you might need to process refunds or receive a chargeback after a payout has been initiated, causing your Kajabi Payments balance to drop below zero. Any incoming sales will go towards bringing your balance back up. However, if your balance is still negative when your next payout is scheduled, Kajabi may initiate a balance adjustment from your connected bank account to cover the deficit.

Kajabi Payments Statement Descriptor

Your Statement Descriptor is the line of text that appears on your customer’s bank or credit card statements. It’s important to craft a clear and accurate statement descriptor to reduce chargebacks and disputes.

Tips for Crafting a Statement Descriptor:

• Keep it simple: Simplicity is key to avoid confusing your customers.
• Use your business name: This helps with branding and ensures customers recognize the charge.
• Include your website name: Brand recognition is crucial for reducing disputes.

How to View and Update Your Statement Descriptor

By default, your Statement Descriptor is set as your Kajabi URL. However, you can customize this to better reflect your business:

1. Go to Settings from your Kajabi Dashboard.
2. Under Site Settings, click on Customer Payments.
3. Scroll down to see your current Statement Descriptor or enter a new one in the provided field.

Note: Ensure that your Statement Descriptor meets the following requirements:

• Contains only Latin characters.
• Contains between 5 and 22 characters.
• Contains at least one letter.
• Reflects your Doing Business As (DBA) name.

Understanding and Handling Payment Disputes on Kajabi

When running your business on Kajabi, dealing with payment disputes is an inevitable part of the process. Let’s dive into what payment disputes are, the different types you might encounter, and how you can effectively manage and respond to them.

What is a Payment Dispute?

A payment dispute, commonly referred to as a chargeback, happens when a customer challenges a charge on their credit card or bank statement. This challenge is made directly through their bank or payment provider, not through you as the business owner. Disputes can occur for several reasons, ranging from unauthorized charges to dissatisfaction with the purchased goods or services.

Types of Payment Disputes

Here are the common types of disputes you may come across:

• Fraudulent Disputes: These occur when a buyer claims that a transaction was made without their authorization or knowledge. Fraudulent disputes can fall into three categories:

  • Legitimate Fraud: This is when a fraudster uses stolen payment information to make a purchase without the cardholder’s consent.
  • Friendly Fraud: Occurs when someone with authorized access to the payment method (like a family member) makes a purchase, but the primary cardholder doesn’t recognize or agree with the charge.
  • Bad Actors: This group consists of customers who knowingly make a purchase but later claim it was unauthorized to get the product or service for free.

• Quality of Goods or Services: This type of dispute arises when the customer feels that the product or service didn’t meet their expectations, wasn’t delivered, or was incomplete.

• Refund Not Processed: If a customer expects a refund and doesn’t receive it promptly, they might file a dispute to recover the funds.

• Canceled Transactions: Common in subscription services, this dispute occurs when a customer believes they canceled a service according to your terms, but they were still charged.

• Duplicate Transactions: These disputes happen when a customer feels they were charged multiple times for the same product or service. This can occur due to billing errors or misunderstandings about multiple charges for different products or services purchased in quick succession.

How to Avoid and Prevent Disputes

While disputes are an unavoidable aspect of business, you can take steps to minimize their occurrence:

• Keep Accurate Records: Maintain detailed records of all transactions, including receipts, invoices, and communications with customers. These records are crucial if you need to counter a dispute.

• Provide Clear Descriptions: Ensure your product or service descriptions are accurate and set the right expectations with customers. This reduces the likelihood of disputes due to misunderstandings.

• Respond Promptly: Address customer complaints quickly to prevent issues from escalating into disputes.

• Offer Refunds and Exchanges: Have a clear refund and exchange policy, and be willing to work with customers who are unsatisfied with their purchase.

How to Respond to a Dispute with Kajabi Payments

If a dispute is filed, Kajabi Payments will notify you via email, including details about the dispute. The disputed amount, along with a $15 fee, will be deducted from your Kajabi Payments balance. If your balance is insufficient, the funds may be pulled from your connected bank account.

Here’s how to handle a dispute:

1. Review the Dispute: Start by carefully reviewing the details provided in the dispute notification email.

2. Consider Contacting the Customer: Sometimes, reaching out to the customer can resolve the issue before it escalates further.

3. Revoke Access: If the dispute involves digital content, consider revoking access to the purchased content while the dispute is being resolved.

4. Decide Whether to Accept or Counter the Dispute:

   • Accept the Dispute: If it’s a case of legitimate fraud, if the customer was due a refund that wasn’t processed, or if the goods/services weren’t delivered as promised, it may be best to accept the dispute.
   • Counter the Dispute: If you believe the dispute is unfounded—such as cases of friendly fraud, or if you have evidence that the customer did receive the product or service—you can choose to counter it.

How to Counter a Dispute

If you decide to counter a dispute, gather and submit compelling evidence to support your case. This might include:

• Written Communications: Emails, chats, or messages exchanged with the customer.
• Proof of Delivery: Evidence showing the product or service was delivered to the customer.
• Access Logs: Records of the customer accessing the digital content they purchased.

After submitting your evidence, it can take 2-3 months for the bank to reach a resolution. Keep in mind that even with strong evidence, the outcome is not guaranteed as banks follow their own policies and procedures.