What Are Disputes?

If a customer feels they’ve been charged incorrectly or unfairly, they may initiate a dispute by filing a chargeback with their bank or credit card issuer. Most banks automatically refund the customer’s money and apply a $15.00 chargeback fee, leaving you to contest the dispute on your own.

How BloomNation Helps Process Disputes

BloomNation will manage and notify you of all card disputes and chargebacks. After you’re notified, it’s your responsibility to supply any relevant evidence, which BloomNation will then submit to the bank or card company on your behalf. Please note that a positive resolution is not guaranteed, and it may take up to 60 days for the bank or card company to make a final decision.

Why Do People File Disputes?

Most banks categorize disputes as follows:

Unrecognized

• The Problem: The customer doesn’t recognize the name or charge on their statement.
• The Solution: To overturn this dispute, remind the customer of their purchase so they can identify the charge and officially withdraw their dispute.

Fraudulent

• The Problem: The customer believes their card or information was stolen and used at your business.
• The Solution: Protect yourself from the start. If you suspect an order is fraudulent, it’s your final decision whether to complete it. The most common reason specified is that the customer doesn’t recognize the name on their statement. However, if their card was indeed stolen, your business assumes liability for the transaction. If you believe the customer is mistaken, you can try to prove this (see "Evidence You Can Use" below).

Product Not Received

• The Problem: The customer claims they never received the order.
• The Solution: Demonstrate that you delivered the arrangement or gift before the dispute date. Hint: This is where BloomSnaps, recipient signatures, and marking orders as Completed (delivered) within an hour of delivery are valuable.

Product Unacceptable

• The Problem: The customer claims the arrangement or gift was damaged or doesn’t look like the picture online.
• The Solution: Contact the customer to understand their dissatisfaction and consider offering a replacement or discount for the future. Avoid this claim by always notifying customers when substitutions need to be made.

Credit Not Processed

• The Problem: The customer believes their order was canceled or returned, but no refund was issued.
• The Solution: If the dispute is unfounded, prove the customer was refunded or that no refund was agreed upon. Remember, refunds cannot be issued after a dispute is filed. Responding quickly to customer complaints can help avoid the $15.00 dispute fee.

Duplicate

• The Problem: The customer believes they were charged twice for the same order.
• The Solution: To disprove this, show that each charge was for a separate order. Once again, BloomSnaps and delivery confirmations serve as useful evidence.

How the Dispute Process Works

After a customer files a dispute, BloomNation immediately emails both you (the florist) and the customer with order details such as the sender’s name, email address, billing address, recipient's name(s), delivery address, and card message for review. This step gives you and the customer an opportunity to resolve the dispute directly.

Depending on the outcome of this conversation, a few scenarios may follow:

If You and Your Customer Reach a Resolution to Reverse the Dispute:

• The customer must ask their financial institution to withdraw the dispute. This action will return the funds to your account and remove the $15.00 chargeback fee.
• Ask your customer to email you confirmation of their agreement to drop the dispute.
• Send confirmation of the resolution to the Bloom Experts (floristsupport@bloomnation.com), who will submit it to the bank or card company on your behalf.

If You Accept the Dispute or Determine it was True Fraud:

• Email the Bloom Experts (floristsupport@bloomnation.com) stating that you choose to accept the dispute, agreeing to the refund and the $15.00 chargeback fee.
• The refund and chargeback will appear in your [Payouts Tab].

If You Cannot Resolve the Dispute with Your Customer:

• Send evidence showing why the chargeback is unjustified to the Bloom Experts (floristsupport@bloomnation.com), who will help guide you through the process.

Evidence You Can Use to Disprove a Dispute

BloomSnaps

Sending a BloomSnap reassures customers that their gift has been created and is on its way. If a customer claims you sent a damaged or unsatisfactory arrangement, BloomSnap photos can serve as evidence. Access past BloomSnaps from the Orders Tab in your Point-of-Sale.

Proof of Delivery

Secure a signature from the recipient at the time of delivery to confirm receipt and delivery time. If leaving an arrangement at a doorstep, take a picture of its location as evidence. Many florists suggest enabling geotagging on your phone and keeping these photos for at least 30 days.

Communication with the Customer

Any communication with the customer, whether by text or email, can serve as valuable evidence. In cases where customers dispute charges as fraud, showing that you corresponded with the customer can help verify that they knowingly made the purchase.

If You Accept or Lose a Dispute

If you accept or lose a dispute, the negative balance will be deducted from future payouts. For example, if you lose a $50 dispute and have an upcoming payout of $100, you’ll receive $50.

While it’s essential to understand the dispute process, preventing disputes in the first place is ideal. Check out our guide to preventing dispute charges.

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For any additional questions or assistance with handling disputes, please reach out to our support team.