What are Disputes?
Disputes are also commonly known as Chargebacks. They occur when a family member unauthorizes a payment from the card provider to your organization.
The cardholder initiates disputes, and the family's card provider withdraws the funds without authorization from SE Payments and returns them to the registrant. The organization can then submit evidence proving the legitimacy of the charge, which may overturn the dispute.
Click here to learn more about the best practices for disputes.
How to View My Organization's Disputes
You can access your organization's disputes by clicking Business Tools > SE Payments > Disputes.
Administrators can filter this report by date and status to keep track of each dispute's progress.
How and when does my organization get notified about disputes?
Administrators will receive an email when:
The dispute is initiated.
The email will provide a link to submit evidence to fight the dispute.
Evidence has not been submitted, and the deadline is approaching.
The dispute is lost or won.
What can my organization do about a dispute?
We recommend you contact the registrant to explain the charges. Then, the registrant can contact the cardholder to reverse the Dispute. The registrant will then need to make the payment to your organization again.
Failing the above, your organization can submit evidence that the charge is legitimate from the Dispute tab within SE Payments. To submit evidence:
Click Business Tools > SE Payments > Disputes.
Find the dispute for which you'd like to submit evidence.
Click anywhere in the row to access the dispute form.
Fill out the dispute form with as much information as you can.
The more evidence you provide, the better your chance of winning the dispute.
If the cardholder decides to drop or reverse the chargeback, they can contact their bank to get a letter of withdrawal, which can be included as evidence.
You can only submit evidence once. If you need to gather more information before submitting, click Save Current Dispute Evidence.
Only .doc or .pdf files are supported.
When you are ready, click Submit.
Important Notes
Dispute decision reversal is up to the registrant's card provider.
A decision on the dispute reversal can take 60-75 days after the evidence due date.
Funds are pulled from the SEPayment-connected bank account when a dispute is lost to cover the balance. These are visible in Business Tools > SE Payments > SEPayments Transactions or SEPayments Payouts by selecting the Dispute type.
The funds stay in the organization's SE Payment connected account when a dispute is won.
SportsEngine Dispute Policy
The organization is responsible for administering the disputes and ensuring compliance with any time limits to challenge a dispute as set by a bank and/or Card Network Issuer from time to time. SportsEngine may provide you with assistance, including notifications, and, where applicable, software to help contest your disputes, but we do not assume any liability and shall not be liable for any loss incurred to the organization as a result of such assistance. Where disputes are raised that cannot be contested as may be mandated by the bank and/or Card Network issuer, including where a cardholder revokes their pre-authorized debit, direct debit, ACH payment or similar, then the organization acknowledges they are still liable for any Transaction Fees incurred and any applicable dispute Fee, but also that SportsEngine will not be liable for any loss incurred by any such disputes.
You grant SportsEngine permission to share records or other information required with the cardholder who has raised a dispute, the account cardholder’s financial institution, and your financial institution to help resolve any dispute. You acknowledge that your failure to provide SportsEngine with complete and accurate information in a timely manner may result in an irreversible dispute being assessed.
If the cardholder’s issuing bank or the Card Network issuer does not resolve the dispute in the organization’s favor or if the dispute is not responded to, the organization is liable to pay back the amount paid by the cardholder and applicable Payment Processor Fees, plus a dispute Fee (the dispute fee depends on where the organization is based and is subject to change at the discretion of SportsEngine without notice.