Purpose: This guide is designed to help users and businesses understand and navigate the dispute process with My Pet Walker.
Step 1: Dispute Initiated
What to Do:
- When you have a dispute, it will be logged into our system automatically.
- You will receive a notification confirming that the dispute has been recorded.
What We Need:
- Details of the dispute, including any relevant screenshots or documentation.
Step 2: Contact from My Pet Walker
What to Do:
- A representative from My Pet Walker will contact you to discuss the dispute.
- You will need to decide whether to accept the dispute or challenge it.
Options:
- Accept: If you agree with the dispute, we will move to resolve it and close the case.
- Challenge: If you disagree with the dispute, we will proceed to gather and review evidence.
Step 3: Accept Dispute (Case Closed)
What to Do:
- If you accept the dispute, no further action is needed from your side.
- The case will be closed, and you will receive a confirmation of resolution.
Step 4: Dispute in Process (Gather Evidence)
What to Do:
- If you challenge the dispute, start gathering all relevant evidence to support your case.
- This includes receipts, communication logs, screenshots, or any other pertinent information.
Timeline:
- You have 16 days from the initiation of the dispute to submit all evidence.
Step 5: Submit Evidence
What to Do:
- Submit the gathered evidence to My Pet Walker for review.
- Ensure that all documentation is clear and comprehensive.
Step 6: Evidence Review and Submission
What to Do:
- My Pet Walker will review the evidence you provided.
- We will then submit this evidence to Stripe for final evaluation.
Timeline:
- The submission of evidence must occur within the 16-day evidence collection period.
Step 7: Dispute Resolved
What to Do:
- Once Stripe makes a decision, you will be notified of the outcome.
- No further action is needed if the dispute is resolved.
Outcome:
- The case will be marked as resolved and logged in our system.
- You will receive a final notification confirming the resolution.
Contact Information: If you have any questions or need assistance at any stage of the dispute process, please contact our support team through any of the following channels:
Note: For any additional support or questions, please contact our support team directly.
