Follow a payment dispute (chargeback)

• Finance
• Director
• Admin
• Needs: Billing
• Desktop
• Draft

If you don't see this

• It needs the Billing permission. A director grants it under Manage School → Staff → Permissions.

When a family disputes a card charge with their bank, Asilo records it, builds an evidence packet from the invoice and payment, and submits it automatically.

Steps

1. Open Dashboards → Billing, click More, and choose Payment Disputes.
2. Each dispute shows when it was opened, Respond by with the days left, and the evidence status.

   Screenshot coming soon01 · /billing/disputes

   The Payment Disputes list

3. Click a dispute with a packet to open the evidence that was sent.

What the evidence status means

• Preparing evidence…: the packet is being built.
• Evidence packet ready / Evidence submitted: sent to the processor.
• No evidence sent or Evidence failed: nothing went out. Contact support@helloasilo.com before the deadline.

Tips

• The school is notified when a dispute opens.
• The invoice is not changed while a dispute is open.
• "No payment disputes" means none have been filed.