Chargebacks (Disputed Charge):

The process for a chargeback goes:

Customer calls credit card company>Credit card company contacts Stripe>Stripe goes to your bank account>Your Bank Account sends the customer the money back>Notification from Stripe to Figure to you.

The Figure system sends a chargeback notification and that message goes to the email address in your Settings>General>Admin Email cell.

That notification comes from [email protected] so you will want to make sure you enter that email address as a contact, so it doesn’t go to your spam folder.

As an admin user, you don’t do anything in Figure once a Chargeback takes place. 

Resolving a Chargeback is a customer direct process. So you would never process a refund on that order or go through the order cancellation process. You just leave the order as is. 

Contact the customer and inquire about why they disputed the charge.

Is there an export on the Reports page for chargebacks? 

There is not. However, when you click on the Disputed Charge tab in the Dashboard it will take you to a list of those orders. You can then check the small boxes to the left of the orders, click the “Choose an Action” drop down menu and select either “Order Data Export” or “Order Total Export” to get those orders into Excel .csv format.

New update potential: We are working on an update that will allow Figure admin users to adjust the order payment status on a chargeback once it is completed. Normally the payment status will show an order as Paid, Not Paid, or Chargeback. Once the chargeback is resolved, we aim to have another set of payment statuses that show a chargeback occurred and was resolved, with options to show if the resolution was in your favor or in the customer’s favor.