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Disputed payments

You will be notified of disputed payments via email using the address provided when you registered with PayPal or Stripe. Disputed charges will not have a status of “Disputed” within Cognito Forms. If you receive an email saying one of your transactions was disputed by a user, please refer to PayPal's documentation or Stripe’s documentation on how to proceed and get the issue resolved.

Ways to Avoid Disputes

Show as much information as possible

The more information you can show on your form, the clearer it is to your users what each charge means. For example, if you select “Show Line Items”, it allows your user to see all of the different items they’re being charged for, rather than just a single total. This helps them verify their choices before checkout, which means they’ll be less likely to purchase something they didn’t intend to buy.

Another way to help this is to be very clear with your field and fee labels. For example, if you’re charging $5.00 for delivery, be sure to label the fee as “Delivery Fee” under your Payment Settings. Be upfront with your customers about what each charge means and they’ll feel more comfortable.

Map your billing fields

Stripe only: Under your Payment Settings, you can select “Map Billing Fields” to pull a customer’s billing name, address and phone number from fields on your form. This helps to verify a person’s identity when they initiate a charge and can be useful in proving the validity of the payment. We recommend requiring these fields to ensure you get all the information you need. You can also configure Stripe to automatically decline payments when the billing zip code is incorrect.

Email receipts to your customers

By automatically emailing receipts to users as soon as they make a payment, you’re giving users something to refer back to when they receive their bank statement. Under your Submission Settings, you can select “Include Receipt” in your email notification options to collect addresses from an Email field on your form. We recommend requiring this field to ensure every single customer gets a receipt.

Keep information consistent

Your business or organization information is important to your customers as well. Be sure that your Cognito Forms organization name matches your account name within PayPal/Stripe, as well as the “Statement descriptor” that appears on customers’ bank statements. That way, there is no confusion for your users if they forget later that they made a purchase through your Cognito Form.

In general, these are steps that help avoid disputes because they help your business be more transparent with your customers. However, taking these steps also helps protect your customers from fraudulent charges, and helps your business be more protected if there is a dispute.

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