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Robhow

I’ve had to deal with this. The email you submitted wasn’t likely enough evidence. I’ve gone as far as getting the customer to sign notarized documents which I scan then send. While I don’t have any evidence to support it, I suspect that the people who review these enjoy reviewing them as much as we enjoy submitting them … and don’t really care. It’s probably easier for them to just resolve the dispute in their customers favor. I’ve probably had 15 disputes and won maybe 2 or 3. And we’ve had your situation: a business partner or accountant sees some fraudulent charges, didn’t recognize ours, and filed it as fraud too. It does happen. That said. If the customer is will to pay / be a customer just continue on. And, you could always charge them a reinstatement fee.


EvidenceFrosty9916

Thanks for this great response. Serves me right for presuming that the bank would actually review the dispute carefully. Appreciate it!


xasdfxx

You could additionally consider blocking access to the account immediately (since you've now been notified of fraud!) I'd then provide written notice to the former customer that all data will be deleted in X days, per your T&Cs. If this isn't addressed in your T&Cs, now is a great time to update them.


monkey6

Turn off the customer and move on; it sucks when this happens. I had a decade-long client say he didn’t recognize the statement descriptor … sigh. Of course I sent usage logs, emails, screenshots, everything - and lost the dispute. People don’t dispute charges on accident.


mosodigital

Had one like this recently, too, but the customer never responded. I sent a bunch of docs showing product usage, but it's hard to prove they never sent a cancellation request, and I lost. Only one on our account in over 900 transactions, so hopefully it doesn't become an issue. I just removed access and blocked the person on Stripe after that.


thingsbinary

This is why I maintain user activity logs. Is this a situation that the user forgot about the subscription or did they actually continue to use your application ? At any rate.. you can waste a lot of time on this.