CityGrows has created a platform-based management tool to deal with chargebacks and incomplete payments. You can find the Charge Disputes section under “Teams.” A chargeback is when someone disputes the validity of credit card charge. This can happen if a charge is actually fraudulent (someone used their card without their permission) but more commonly happens when they don’t recognize or remember the charge. It’s part of why it’s important to set a Statement Descriptor to reference your government (see “Setting Statement Descriptors” above).


When a chargeback occurs, CityGrows will notify the Team via email and include a link to more specific information.  The card issuer will automatically deduct the disputed amount and a chargeback fee of $15.00 plus 2% of the total (a portion of the processing fee) per dispute from your government’s account on our payment platform.


At this point, you will have the option to either accept or dispute the chargeback. If you agree that the charge is not valid (for example, if an applicant has already contacted you and told you that someone used their card without their permission), you can accept and immediately close the dispute.

You can also contact the applicant (using our Discussions feature or via email or phone) to see if they correctly understood the charge as listed on their statement. Usually, the applicant eventually remembers what the charge is for and then they contact their credit card company and resolve/ abandon the dispute. If that happens, the funds will be returned to the account.

If the applicant isn’t responsive, you believe the charge is valid, and you’d like to defend the charge, CityGrows will send evidence of transaction validity to the card issuer, via the Charge Disputes tab in the Team section. If you win the dispute, CityGrows will deposit the amount back into your payment account soon after it’s resolved.

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