Dispute Management

What this page is for

Dispute Management tracks chargebacks, gateway disputes, recovery status, and evidence collection for contested payments.

Who should use it

Finance, owner, manager

Where to find it

/client-management/dispute-management

Before you start

• Open the linked payment, invoice, customer profile, and provider reference before responding.
• Record reason, due date, evidence submitted, provider state, and internal owner for every dispute.
• Use provider sync where available, but do not rely on sync alone for operational decisions; verify gateway dashboard evidence when money is at risk.
• Dispute filters should normally include status, reason/category, provider account, and date window before export or escalation.
• Provider sync can update dispute state, but evidence such as invoice, attendance/access proof, communication, refund history, and service usage still needs human review.
• If a disputed payment affects access, decide whether to block service according to gym policy and record the decision.

Daily workflow

• Finance reviews new disputes, confirms the customer and invoice, gathers invoice/payment/attendance proof, and updates status.
• Manager follows up with customer only after finance confirms what happened.
• Owner reviews high-value or repeated disputes during daily/weekly finance close.

Watch out

• Do not refund or void from a dispute row casually. Use the approved refund/void workflow so ledger and audit remain balanced.

Related help

• Use the left menu to open related pages in Integrations.
• Use Ask Docs for questions that are already covered in this public documentation.