Is there a time limit for disputing chargebacks on these platforms?
Once a customer asks for a refund we have
Doordash - 14 days
UberEats - 30 days
Grubhub - 30 days
What details do we need for raising disputes on different platforms
The details you need for raising a dispute may vary depending on the platform, but generally, the following information is required:
Transaction details: The date, time, amount, and any other relevant information about the disputed transaction.
Reason for dispute: A clear and specific explanation of why you are disputing the charge, such as incorrect or missing items, unauthorized charges, or fraud.
Supporting evidence: Any supporting documentation or evidence that can help your cases, such as receipts, invoices, order confirmation, delivery confirmation, communication with the merchant or customer, or screenshots of the error.
Contact information: Your name, email address, phone number, and any other relevant contact information, so that the platform can get in touch with you to follow up on your dispute.
Account information: Your account number, order number, or any other relevant account information that can help the platform identify the transaction in question.
It's important to provide as much detail as possible when raising a dispute to help the platform investigate the matter effectively and reach a resolution quickly.
What are the criteria for understanding which orders dispute needs to be raised?
Loop uses 20+ different KPIs to understand orders and identifies issues where the restaurant is not at fault but is being charged by looking at the financial transactions.
In addition to financial transactions, Loop also takes into account factors such as order accuracy, delivery time, customer ratings, and other metrics to identify potential issues that may warrant a dispute. The platform may also analyze the merchant's account history and identify any recurring patterns of errors or fraudulent charges.
Therefore, the criteria for understanding when to raise a dispute may vary depending on multiple factors, and Loop employs a comprehensive approach to analyze orders and identify issues that may require dispute.
How much time does it take to raise tickets for disputes on different platforms?
This may vary from 1 day to more than a week based on the type of disputes
Is the process of raising a dispute completely manual
The Loop Chargeback Manager automates 95% of the dispute process, but for the remaining 5%, evidence needs to be provided by calling customer care, writing emails, and attaching videos or images of the actual order. In some cases, additional evidence may be required, and it may be necessary to contact the aggregator's customer care or submit more documentation. This process may take up to 7 days to complete after detecting the error charge.
Can I track the status of my dispute on these platforms?
At Loop, we allow and display the status of the dispute in the UI for all the three aggregators
You should be able to track the status of your dispute on the relevant platform that you initiated the dispute through. Typically, once a dispute is initiated, you will receive a case or reference number, and you can use this number to track the status of your dispute. The specific process for tracking a dispute may vary depending on the platform, but generally, you can check the status by logging into your account and viewing the details of the dispute. If you have any questions or concerns about the status of your dispute, you may also be able to contact the customer support team for the platform for assistance.
What are some common reasons for error charges on DoorDash, Uber Eats, and Grubhub?
Missing items in the order, such as an item that was not included in the delivery
Incorrect items in the order, such as the wrong item or a variation that was not requested
Wrong order delivered to the customer, meaning the customer received someone else's order or the wrong order entirely
Other issues with the delivery, such as delays or negative Dasher experiences, which may or may not result in error charges depending on the platform's policies.
Can I dispute a chargeback if the customer has already received a refund?
Yes, you can dispute a chargeback even if the customer has already received a refund. The chargeback process is separate from the refund process, and just because a customer has received a refund does not necessarily mean that they are entitled to a chargeback. However, it is important to note that the success of a chargeback dispute depends on several factors, including the reason for the chargeback, the evidence you can provide to support your case, and the policies of your payment processor.