With Clio Payments, you can respond to a payment dispute by challenging it with evidence or accepting it, from the notification email or from Clio Manage. Responding promptly gives your firm the best chance to recover the funds. A timely response keeps the decision in your firm's hands rather than defaulting to the card network.
Important: The response deadline varies by dispute reason and card network, and the deadline is fixed once set. The notification email states the dispute reason and the deadline. If the deadline passes with no response from your firm, Clio's Chargebacks Team may submit evidence on your firm's behalf. Act on the dispute as soon as possible.
Challenge a dispute
To challenge a dispute, gather your supporting documentation first, then submit it all at once, since the submission is final. Learn what to prepare in Prepare Evidence for a Payment Dispute Challenge.
Submit evidence from the notification email
- In your notification email, click Respond to dispute or Respond to Inquiry.
- Upload all gathered documents.
- Click Submit Evidence.
Submit evidence from Clio Manage
- In Clio Manage, click Online payments.
- Click Filters, select Show disputed transactions only, and click Apply filters.
- Click Respond for the relevant transaction.
- Upload all supporting documentation.
- Click Submit Evidence.
Note: After you submit evidence, the issuing bank reviews it, and a ruling can take up to 75 days. When the dispute settles in your favor, the withdrawn amount returns to your account. When it settles in the client's favor, the disputed amount is forfeited.
Accept a dispute
Accepting a dispute marks the case as Lost and returns the disputed funds to the cardholder. You can accept from the notification email or from Clio Manage, or email Clio's Chargebacks Team to accept on your firm's behalf.
Accept from the notification email
- In your notification email, click Respond to dispute or Respond to Inquiry.
- Click Accept Dispute, then click Accept Dispute again to confirm.
Accept from Clio Manage
- In Clio Manage, click Online payments.
- Click Filters, select Show disputed transactions only, and click Apply filters.
- Click Respond for the relevant transaction.
- Click Accept Dispute, then click Accept Dispute again to confirm.
Up next
Prepare Evidence for a Payment Dispute Challenge: Review the file requirements and dispute-reason-specific documents a challenge needs.