Templated Response for Care Disputes

Here is a templated answer you can use to respond to Care-related disputes in Flow. For a templated response to general payment 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 powers our Care Membership Plans, allowing pet parents to enroll in annual wellness plans for their pets. Through Otto, we securely process monthly subscription payments and track benefit usage for enrolled members.

Our clinic, <Clinic Name>, offers Care Membership Plans to help pet parents manage veterinary costs, receive exclusive discounts, and access additional benefits not available to non-members. Clients voluntarily enroll in these plans and agree to make 12 monthly payments in exchange for ongoing benefits.*

On <Enrollment Date>, <Client Name> enrolled in a 12-month Plan for their pet, <Pet Name>. They self-enrolled through our website, entered their payment details to be put on file, and agreed to the plan’s terms, including the payment structure and cancellation policy.

We consider this charge valid because the customer actively enrolled, received benefits, and agreed to the recurring payment terms upon signing up.”

3. What type of product or service is this

• Digital Product or Service

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. The more detailed and clear your evidence, the higher the chance of a successful dispute resolution.
• Proof of Membership & Payment Authorization:
  • Enrollment Confirmation: Screenshot of the customer’s self-enrollment process, including agreement to the Terms & Conditions. Ie.:

• • Payment Setup: Screenshot showing the card on file added during enrollment.
  • Payment History: Transaction records from Care Financial Report, including invoice details, payment dates, and amounts charged.
• Proof of Membership Benefits & Usage:
  • Membership Plan Details: List of benefits included in the customer’s plan.
  • Utilized Benefits: Screenshot showing specific benefits the customer has already used, with dates of service.
  • Appointment Records: Proof of scheduled and attended services, if applicable.
• Proof of Customer Agreement & Policies:
  
  • Terms & Conditions: Screenshot of the cancellation/refund policy.

• • Customer Communication: Any emails, texts, or messages where the customer acknowledged membership, scheduled services, or inquired about benefits.
• 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.
• For dispute documentation, the best classification to increase the odds of winning disputes would likely be: Digital product or service