Root Cause

• The customer has initiated a charge dispute: The customer contacted their bank or payment provider to dispute a completed transaction.

• Possible dissatisfaction or unrecognized charge: The customer may not recognize the charge or be dissatisfied with the product or service received.

• Fraudulent transaction reported: The customer claims the transaction was unauthorized or fraudulent.

• Duplicate or incorrect charge: The customer identified a billing error, such as a duplicate charge or incorrect amount.

Troubleshooting and Solutions

• Review the transaction details in Chargebee and the payment gateway to gather all relevant information.

• Contact the customer to understand the reason for the dispute and attempt to resolve it directly.

• If required, provide necessary documentation (invoices, proof of service/product delivery, communication records) to the payment gateway or issuing bank.

• Monitor the dispute resolution status through the payment gateway and respond promptly to any chargeback inquiries.

• Implement clearer transaction descriptors, customer-friendly returns policy, and improve customer communication to reduce future disputes.