The Goal: Make sure the right people are alerted when a credit card dispute or charge failure occurs on your payment gateway — by setting the gateway notification address and by subscribing staff to the GZ Pay Dispute notification type.
Before You Begin:
- You need staff-level access to billing settings.
- Have the name of the active staff member ready who should receive dispute and charge-failure notifications.
- Decide who else on your team should be alerted to disputes. More than one person can be subscribed, and that redundancy is what protects you when the primary recipient is out.
Two settings, not one
Dispute alerts are controlled in two separate places, and setting one does not cover the other:
- The Credit Card Account/Dispute Notifications Email on the gateway. This is for a single staff member and is also used for charge-failure alerts. Set it using the steps below.
- The GZ Pay Dispute notification type. Any number of staff can subscribe to it, and it covers disputes only. Subscribe using Subscribe to Automated Staff Notifications.
Both the dispute-created email and the 48-hour deadline-approaching email are sent to the gateway address and to everyone subscribed to the notification type. If neither is set, no dispute email is sent to anyone — and a dispute with no response filed by its deadline is lost automatically. Set both.
Step-by-Step Instructions
- Go to Finance, Administrative section, click Billing Settings, and select Payment Gateways.
- Select the staff member to whom notifications should be sent from the Credit Card Account/Dispute Notifications Email list. All active staff members will be displayed.
- Click Save.
- Now subscribe at least one additional person to the GZ Pay Dispute notification type, following Subscribe to Automated Staff Notifications. This is the step that gives you a second pair of eyes on the deadline.
Common Pitfalls
- Notifications never arrive: if no staff member is selected in the Credit Card Account/Dispute Notifications Email list and nobody is subscribed to the GZ Pay Dispute type, dispute and charge-failure alerts will not be sent to anyone. Confirm a recipient is chosen and saved.
- Assuming this one setting covers disputes: the gateway address is a single person. If they are on vacation when a dispute opens, nobody sees the deadline. Subscribing staff to the notification type is what fixes that.
- Assuming the notification type covers charge failures: it does not. The GZ Pay Dispute type is for disputes only — charge-failure alerts go to the gateway address only, so that field still needs a name.