Managing Credit Card Disputes

Assigned To: Lois Dimari, Sarah Dungan, Dan Tietz, Jessica Myers, Trent Scipio, Carly Cavagnoli

Category: Finance & Compliance

Department: Academic Advisor, Collections, Finance, Program Manager

SOP Rule: Cadence

Status: Approved and Implemented

Purpose

Defines the process for managing credit card disputes including evaluation, decision-making, documentation, and financial record updates.

Scope

Applies to finance staff responsible for reviewing and resolving credit card disputes and maintaining accurate payment records.

Trigger

• Credit card dispute received in Stripe

Process Overview

1. Monitor Disputes

• Check Stripe weekly for new disputes
• Review dispute details and deadlines

2. Update Payment Records

• Mark disputed payment as unpaid in payment system

3. Evaluate Dispute

• Review enrollment agreement
• Check attendance records
• Confirm student status (active, dropped, etc.)
• Determine whether to accept or challenge dispute

4. Decision Handling

• If valid dispute: accept and close case
• If invalid dispute: proceed with counter dispute

5. Submit Evidence (if Countering)

• Provide course and payment details
• Upload supporting documents:
  • Signed enrollment agreement
  • Refund policy
  • Invoice and payment history
  • Attendance records
• Submit evidence through Stripe

6. Track and Update Records

• Log dispute in tracking worksheet
• Monitor status updates
• Update payment status based on outcome

Key Rules

• Review disputes promptly to meet deadlines
• Ensure all supporting documentation is accurate
• Maintain detailed records for each dispute
• Follow consistent decision criteria

Completion Criteria

• Dispute accepted or countered
• Documentation submitted
• Tracking updated
• Payment records accurately reflect outcome

Tools and Systems

• Stripe (Dispute management)
• Payment system (Invoice updates)
• Enrollment records and attendance systems

Revision History

• Version 1: 06/26/2025
• Version 2: TBD
• Version 3: TBD