How to Handle a Dispute

Received notification of a payment dispute? Here's how to handle it.

Support Team avatar
Written by Support Team
Updated over a week ago

A dispute typically occurs when your customer questions your payment with their card issuer or bank. Their card issuer or bank then creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate dispute fee levied by the card network, is deducted from your account balance.

We advise handling the dispute as soon as possible, which you can do easily within Spectora.

1. On the inspection details page, click Handle Dispute:

2. On the next page, you'll find more information about the dispute. Before you move forward with next steps, you can reach out to your client first to discuss the dispute.

3. If you disagree with the dispute, submit additional evidence that the charge was valid using the form below. That can include screenshots of texts or emails outside of Spectora with the client or agent.

Spectora is not involved in the determination, but we automatically send the following information as evidence on your behalf:

  • Type of services rendered

  • Inspection date and time

  • A link to the report

  • Access log that shows when the buyer viewed the report and their IP address

  • Emails sent to your client

  • Client's name, email address, and billing address

Questions about a dispute?

If you have any further questions or feedback on this process, write into our chat bubble or email!

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