When a cardholder appeals or rejects the documentation that you provide for a dispute, you enter a pre-arbitration stage.
The pre-arbitration stage exists to allow you, the merchant, the opportunity to submit documentation a final time to their case. If you decide to submit documentation, this is considered arbitration.
With arbitration, the card brand itself makes the final decision after reviewing all documentation submitted by the cardholder/issuer and the merchant.
If you would like to continue with arbitration, please submit additional documentation to PracticeQ Support at hello@intakeq.com. You will know that a dispute has re-opened if you receive an email notification and the status updates to Pending.
The cost of losing a dispute in arbitration is substantial - a base fee of $500.00 is charged by the card company to support the investigation. There may be additional fees, as well as a financial audit, which could result in even more costs.
Arbitration can take up to 6 weeks to complete, during which you may need to supply rebuttals or review evidence in even greater detail to hope to obtain a win. The outcome of arbitration is not guaranteed.
In most cases, we do not recommend entering arbitration unless you have substantial new evidence and the value of the transaction significantly outweighs the fees for losing.
Arbitration is the absolute final decision. There is no further recourse once the process is completed.
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