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How to handle Braintree dispute and/or Retrieval Case?

The dispute team will receive a notification that someone filed a dispute. It’s either from Braintree or PayPal

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** Braintree dispute ticket looks like this:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007622062/mceclip1.png)

Step 1: To start the Braintree dispute ticket, copy the transaction ID.

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Step 2: Open TSH then click the Braintree tab and provide the transaction ID.

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Step 3: After searching, you will see the TSH account of the user who filed the dispute. Click on “User”.

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Step 4: Start collecting evidences from TSH

1. On TSH, we can collect evidence from: 

a. User Journey

b. Apps installed listing

c. App data

d. Subscription

e. Transaction History

f. Support tickets

g. Login as User (Cancel Option)

2. Zendesk:

a. Convo history

3. Customer’s website:

a. Go through the website and search for apps currently installed and running

4. Checkout workflow accordingly to platform (www)

5. Fees & Payments policy (POWr.io)

6. Refund policy (POWr.io)

Step 5: After collecting evidences, you may now start sending the evidence to Braintree. Click on Transaction ID.

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Step 6: Will ask you to sign in. Please use the support login.

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** Note: You will see the full details of the dispute

1. If the client is qualified for the refund, just “accept” the dispute.

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2. If the client is not qualified for the refund, you may click on “dispute" .

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007791521/mceclip8.png)

Step 7: After clicking the “dispute”, you may start uploading the evidence.

a. If you see this, click the following:

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FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007792041/mceclip10.png)

b. If you see this, please provide the following then upload the evidence

  • Date of purchased
  • Type of subscription
  • How often they have paid the subscription
  • When they canceled or downgraded the subscription or if the subscription is still active
  • Link to our terms of service page

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/1500007625442/mceclip11.png)

Example message:

This buyer has had an active subscription to our online service since XXX. This buyer purchased a XXX subscription which is automatically charged every XXX

They have had the option to cancel the subscription at any point but have not. They have not contacted us to do so at any point.

This user subscription is still active and its services have not been interrupted so the chargeback they are claiming is invalid and should not be returned.

Here is a link to our terms of service where we state we do not provide refunds on yearly upgrades after 5 days of purchase has passed: https://www.powr.io/terms. I will also include a screenshot of the refund policy.

Thank you.

** Note: You can only upload files for up to 4MB

Step 8: After uploading the files, you may now click on “submit dispute to Processor”

Step 9: Go back to Zendesk and leave an internal note then close the ticket.

Example message:

Evidence sent to Braintree on DATE

I canceled the User account on DATE

I deactivated the User account to prevent from collecting evidence and send it to Braintree.

I set 90 days trial to show App as a paid tier in case Braintree goes to the website and check the live app which is still running.

TSH Link:  XXX

Note: Once the evidence has been submitted, you may now cancel the subscription and deactivate the account. If the User is still using our app/s on their website, please provide 90 days free trial.