Templated Response for Payments Disputes

Here is a templated answer you can use to respond to general payment disputes in Flow. For a templated response specific to Care-related disputes, please refer to this document.

If you’re unsure what a dispute is or how to locate it in Flow, please review this guide first.

Note: Some questions don’t have a single correct answer. Choose the option that best applies to the disputed payment.

1. Why should you win the dispute?

• Select the most appropriate option for the specific case.

2. Product or Service details

"Otto is a software company that provides clinics with payment processing features through Stripe within its platform, Flow. Our clinic, <Clinic Name>, uses Otto to collect payments from pet parents for services rendered. Otto facilitates payment tracking and service usage management but does not directly handle service delivery.

On <Date>, the cardholder, <Client Name>, scheduled an appointment at our clinic for their pet, <Pet Name>. During this visit, they received the following services:

• • <List of services provided>
  • Total cost: <Amount Disputed>

We consider this charge valid because the cardholder was fully aware of the costs at the time of payment. <Include any additional supporting details, such as prior agreements, signed estimates, or confirmation details.>"

3. What type of product or service is this

• Select the option that accurately describes the disputed payment.

4. Customer Details

• Provide the client’s information as it appears in Flow. Ensure consistency with your records so that you can attach a relevant screenshot in the next step.

5. Supporting Files

• Attach all relevant documentation to strengthen your case, including:
  • Proof of payment & usage:
    • Screenshot of the card on file used for payment
    • Payments Report showing transaction details (date, amount, and invoice number)
    • Copy of the invoice for the disputed charge
  • Proof of customer acknowledgment:
    • Any written communication confirming the service (emails, texts, or in-app messages)
    • Appointment confirmation sent to the pet parent
    • Signed agreements or service estimates (if available)
  • Additional supporting evidence:
    • Proof of completed services, including pet medical records, treatment notes, or receipts.
    • Any relevant internal notes indicating prior discussions with the pet parent.

6. Additional Information

• Include any other relevant details that may help prove the charge was valid, such as customer history, previous non-disputed transactions, or evidence that the client attempted to use the service after the charge.