What is a Payment Dispute?

A payment dispute is when a customer doesn't recognise or authorise a payment that has been taken from their bank account. The customer challenges this transaction with their bank, with the intention of seeking a full refund, or clarification of what the transaction was for.

WeTeachMe will be notified by the bank of any disputes, and will look to find a timely resolution in the best interests of both the customer and the vendor.

As a first step, WeTeachMe will email the customer (with the vendor included) to see if the payment dispute was raised in error, or if it needs further action from the vendor in question. 

What is the best way to resolve a dispute?

  • If you, the customer recognise this payment, the fastest way to resolve this is to contact your bank directly and cancel the dispute. Please note that we will need written or email confirmation from the bank of the dispute cancelation. Once you have done that, please REPLY TO ALL in this email thread to notify all parties concerned, attach appropriate evidence.
  • If you, the customer recognises this payment but are unsatisfied with the reason why you have been billed, once again please REPLY TO ALL to notify all parties outlining why.

REPLY TO ALL will allow WeTeachMe to log relevant evidence for the bank to review and for the vendor to issue a refund if it there was an error.

What are the implications of a dispute not being resolved?

A swift reply would be greatly received by both parties to ensure that the bank doesn't reverse the transaction. If they do, it could result in:

  • The customer losing their spot in the class.
  • The vendor having to absorb the original order amount, and dispute fee in full.
  • The vendor having to absorb all associated transaction fees. 
  • The vendor not being able to resell this spot.

 Please note that the only time a vendor can issue a full refund is before a payment dispute has been logged or after it is resolved. It is therefore advised to respond immediately to any correspondence from The WeTeachMe Team.

I am a vendor and have received a payment dispute email. What does it mean for me and how can I resolve it? Find out more here

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