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Omnify Payments – Handling Disputes & Chargebacks

Learn how Omnify Payments manages disputes and chargebacks through Stripe. Understand how disputes work, what actions you can take, and how to respond effectively to protect your business.

Vignesh Bhaskaran avatar
Written by Vignesh Bhaskaran
Updated today

Overview

A dispute (also called a chargeback) occurs when a customer questions a payment with their bank. When this happens, the bank reverses the payment temporarily and asks the business to provide evidence.


Since Omnify Payments is powered by Stripe, all dispute handling follows Stripe’s secure, industry-standard processes—but you manage everything directly through Omnify.

This article explains how disputes work, what Omnify does for you, and how you can successfully respond.

How Disputes Work with Omnify Payments

When a dispute is initiated:

  1. The customer’s bank reverses the payment.
    The amount is temporarily deducted from your payout balance.

  2. You receive a dispute notification.
    Omnify alerts you by email, and the dispute appears in your Payments dashboard.

  3. You can submit evidence.
    Stripe (through Omnify) asks you for documentation to prove the payment was valid.

  4. The bank reviews your evidence.
    This process typically takes 60–75 days.

  5. Outcome is decided by the customer’s bank.

    • If you win, → The funds are returned to you.

    • If you lose → The funds are permanently reversed, and a dispute fee may be applied.

Where to View and Respond to Disputes

You can review disputes directly inside:

Omnify Dashboard → Payments → Disputes

Each dispute includes:

  • Customer details

  • Payment information

  • Reason for dispute

  • Evidence submission deadline

  • Upload section for documentation

Failure to respond before the deadline results in automatic loss of the dispute.

How to Respond to a Dispute (Step-by-Step)

  1. Open the disputed payment from the Omnify Payments dashboard.

  2. Review the dispute reason (e.g., product not received, fraudulent, subscription cancelled).

  3. Gather strong supporting documents, such as:

    • Booking confirmations

    • Attendance logs

    • Signed waivers or VIMA agreements

    • Cancellation policies accepted by the customer

    • Communication transcripts

    • Proof of service delivery

  4. Upload your documents under the Submit Evidence section.

  5. Submit before the displayed deadline.

Omnify forwards your evidence to Stripe, and Stripe passes it to the customer’s bank for review.

Best Practices to Avoid Disputes

Reduce disputes by implementing the following:

✔ Clear Waivers & Terms of Service

Ensure clients digitally accept waivers, VIMA agreements, and refund policies before booking.

✔ Attendance Tracking

Use Frontdesk to mark check-ins and no-shows.
Attendance records are strong evidence.

✔ Transparent Cancellation & Refund Policies

Keep policies visible on your service pages.

✔ Card-on-File Notifications

Inform customers when auto-pay is enabled and when renewals occur.

✔ Fast Customer Support

Respond quickly to customer concerns before they escalate to disputes.

What Happens If a Dispute Is Lost?

If the customer’s bank decides against you:

  • The payment amount will not be returned

  • A dispute fee may apply (country-dependent)

  • The dispute is marked as Lost in your Omnify dashboard

Omnify cannot override or appeal the bank’s decision—only the cardholder’s bank has authority.

Important Notes

  • Dispute timelines and processes follow Stripe’s global banking compliance rules.

  • Omnify cannot issue refunds or withdrawals once a dispute is in progress.

  • Winning a dispute depends entirely on the quality of your evidence.

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