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Overview

When a customer files a dispute, you need to act quickly to protect your business. This article explains how to identify, respond to, and counter disputes with Kajabi Payments.
Note: Kajabi Payments is currently available to Heroes whose businesses are registered in the United States, Canada, Australia, the United Arab Emirates, the United Kingdom, and select European countries.

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Identify a dispute through Kajabi Payments

If a customer files a dispute, a banner will appear on your Payments Overview page, notifying you that you have a dispute that requires action. You can also view all of your disputes, no matter their status, on the Disputes Page. Learn more. To view disputes that require action:
  1. From your Kajabi Dashboard, navigate to Payments
  2. On the Payments page, select the Disputes tab
When a dispute is filed, you’ll also receive an email from payments.risk@kajabi.com with dispute details. The disputed amount, plus the associated dispute fee will be withdrawn from your Kajabi Payments balance. If your balance does not have sufficient funds to cover the fee and the disputed amount, funds may be pulled from your connected bank account. However, you may get the disputed amount back if you end up winning the dispute. In the dispute process, the burden of proof is placed on you to prove that the disputed charge is a valid transaction. This is industry standard and is not specific to Kajabi Payments.

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Respond to a dispute

When a customer files a dispute, Kajabi relays information between you and the cardholder’s issuing bank filing the dispute. The final decision on the dispute is determined by the issuing bank.

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Steps to respond to a dispute

  1. Review the dispute details on the Transaction detail page
  2. If possible, reach out to the customer to attempt to rectify the issue
  3. In any dispute situation, Kajabi recommends revoking access to any purchased content while the dispute is ongoing
Learn how to revoke a customer’s product access.

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When to accept a dispute

You should accept a dispute if:
  • The dispute is a case of legitimate fraud — where it does appear that a compromised payment method was used, we recommend that you do not fight these disputes. Instead, accept it and revoke access to the product purchased so the fraudster does not continue to have free access to whatever they purchased. Kajabi Payments employs various tools and strategies to help protect merchants from fraudulent transactions.
  • The customer was owed a refund that was never processed. Goods or services were not provided to completion or were not provided to the standards set out at the time of purchase.
To accept a dispute:
  1. From your Kajabi Dashboard, navigate to Payments
  2. Select the Disputes tab
  3. Click on the disputed amount that you want to respond to
  4. Choose to Respond to dispute
  5. In the response modal, select Accept dispute

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When to counter a dispute

You should counter a dispute if:
  • You have reason to believe the rightful cardholder is accessing the content purchased and is trying to obtain goods/services for free
  • A customer claims that they haven’t received a good or service, but you have evidence it has been delivered and content has been consumed
  • A customer claims they were billed erroneously, but you have evidence that they purchased multiple unique products/offers in quick succession
  • A customer claims to have canceled a subscription or service in accordance with your terms, but you have evidence that the cancellation was not processed according to your policies
For the majority of institutions, reviewing disputes and evidence is a manual process that follows varying policies, so there are no guarantees the resolution will be in your favor even with the most well-presented evidence. If a dispute is resolved in your favor, the disputed amount will be returned to you. If the issuing bank rules in the cardholder’s favor, the funds will not be returned to you. Have more questions? Reach out to payments.risk@kajabi.com for assistance with disputes.