This article describes how to process a disputed CC payment in Breeze. "Processing the disputed payment" means that you mark the Breeze transaction as disputed, causing the system to reverse the receipt.
The full scenario is as follows:
A CC payment is made to your account. (The payment is typically made by a tenant for rent or other charges.) A receipt record is created automatically in Breeze.
The cardholder contacts their bank and disputes the CC payment. The bank deducts the transaction amount from your account and credits it to the cardholder's account.
The Breeze SPOC is notified that there is a disputed payment.
In Breeze, a user looks up the CC payment and marks it as "disputed." This causes Breeze to generate a negative receipt to offset the original one. The initial charge is marked as unpaid. On the tenant ledger, both the original and negative receipts are visible.
If you (the merchant) win the dispute, the payment is given the status of Dispute Won, and a receipt for it is automatically created in Breeze.
To process a disputed CC payment
Go to Reporting > Electronic Payments > Credit Card Payment.
Complete the filter. In the Status field, select Disputed.
Click Display.
The report lists credit card transactions that have been disputed by cardholders.
Note: Because the report screen is wide, we show it in two sections.
Left side:
Right side:
Locate the transaction you want to process and click the Dispute link. A pop-up window appears.
Complete the screen. Post Date and Post Month default to the current day and month. Enter Notes as needed.
Click Dispute.
Breeze generates a negative receipt to offset the original one. The initial charge is now marked as unpaid. On the tenant ledger, both the original and negative receipts are visible.
Dispute Won
If you (the merchant) win the dispute, the payment is given the status of Dispute Won, and a receipt for it is automatically created in Breeze.