What is a vendor payment dispute and how can I resolve it?
A payment dispute occurs when a customer questions or does not recognize a charge on their bank statement. Prompt communication between WeTeachMe, the customer, and the vendor is essential to resolve the issue quickly and fairly.
Here's how WeTeachMe handles payment disputes:
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When a dispute is raised, WeTeachMe flags the payment and holds the original amount.
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Notification emails are sent to both parties involved.
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If WeTeachMe resolves the dispute in their favor, the payment funds are released to the vendor.
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If the dispute is not resolved in WeTeachMe's favor, the payment funds are debited from the vendor, along with an additional dispute fee from Stripe.
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Vendors can issue a full refund only before a payment dispute is logged or after it is resolved.
Vendors can track ongoing and resolved disputes—including dispute status, held funds, and any applicable bank charges—directly from their vendor dashboard. Prompt responses to any communication from WeTeachMe are crucial to help prevent the bank from reversing the transaction.
If the vendor realizes an error—such as overcharging the customer—they can resolve it quickly by replying to all parties concerned. WeTeachMe will log relevant evidence for the bank to review, release the funds, and allow the vendor to issue a refund.
Failure to resolve the dispute swiftly can result in consequences such as the customer losing their spot in the class, the vendor bearing the full order amount, paying a dispute fee, absorbing transaction fees, and being unable to resell the spot. The bank has a strict timeframe for dispute resolution, so immediate response is advised.