What this does: Explains why a dispute that a member (or any other payer) withdrew with their card company can still be lost in GrowthZone, what to do when a member says they've withdrawn a dispute, and how to recover the payment if it was already lost.
Key point:
- Even if a member tells their card company to drop a dispute, you still need to submit a response in GrowthZone before the due date.
- If you don't, the dispute is treated as accepted and the funds stay with the member.
Why a withdrawn dispute can still be lost
When a member withdraws a dispute with their card company, the dispute does not close automatically in GrowthZone. Here's what happens behind the scenes.
| What happens | Why it matters |
|---|---|
| The bank keeps its normal timeline | The card company still processes the dispute on its usual schedule, whether or not the member withdrew it. |
| The due date in GrowthZone still applies | GrowthZone isn't told about the withdrawal, so the dispute stays open and waiting for your response. |
| No response means the dispute is accepted | If nothing is submitted in GrowthZone by the due date, the dispute is treated as accepted. The funds stay with the member and you'll get a notice that the dispute was lost. |
Key takeaway: Treat every dispute as active until GrowthZone shows it as resolved, even if the member says it's been dropped.
What to do when a member says they've withdrawn a dispute
- Ask the member for written confirmation. Request an email or letter from their card company stating that the dispute was withdrawn. A verbal "I called and dropped it" isn't enough evidence on its own.
-
Submit a response in GrowthZone before the due date. Go to Finance, Payments Hub section, click Disputes, then open the dispute. Don't skip this step, even though the dispute was withdrawn. For the full steps, see Respond to a Dispute in Payments Hub. Include:
- The member's withdrawal confirmation from their card company
- The invoice and payment receipt
- The membership or event registration record
- Any correspondence with the member about the charge
- Expect the normal timeline. A withdrawal doesn't speed things up. After you submit, the dispute still runs its full course with the card company before it's resolved.
Tip: Check the due date as soon as you're notified of a dispute. If you're still waiting on the member's written confirmation, submit your standard documentation before the deadline anyway. Missing the due date is what causes the dispute to be lost.
If you've already lost a dispute the member withdrew
If the due date passed with no response and the payment was reversed to the member, you have two options.
| Option | What to know |
|---|---|
| Wait for the card company to reverse it | Because the member did withdraw the dispute, the card company may still reverse the result. This can take a while and isn't guaranteed. |
| Re-bill the member | If the funds don't come back, the simplest fix is to bill the member again for the reversed payment. Let the member know why they're seeing a new charge so it doesn't lead to another dispute. |
Quick checklist
- ☐ Note the dispute's due date in GrowthZone
- ☐ Ask the member for written confirmation of the withdrawal
- ☐ Gather the invoice, receipt, membership/registration record and correspondence
- ☐ Submit your response in GrowthZone before the due date
- ☐ Allow the dispute to run its normal timeline
Frequently asked questions
The member already dropped the dispute. Do I really need to respond?
Yes. GrowthZone isn't told about the withdrawal, so if you don't respond by the due date, the dispute is treated as accepted and the funds stay with the member.
Will submitting the withdrawal confirmation close the dispute faster?
No. The dispute still follows the card company's normal timeline after you submit.
What if I can't get written confirmation before the due date?
Submit your standard documentation (invoice, receipt, records and correspondence) before the deadline anyway. Missing the due date is what causes the dispute to be lost.
We lost a dispute the member had withdrawn. Can we get the money back?
The card company may reverse the result, but that isn't guaranteed and can take time. If the funds don't come back, re-bill the member.