HelpBilling, payments and refundsA second lost dispute

A second lost dispute

After a second lost card dispute on a pack or a registration fee within 12 months, turnda stops buying WhatsApp and text packs by itself until we have looked at it with you.

Owner Where: Billing 2 min read
Billing and the Terms show the exact number of disputes and the period that apply. The Terms are written in English; this page is a faithful summary of them.

What it is

One lost dispute removes one pack. A second one inside 12 months tells us something may be wrong with how payments reach you, so we pause automatic buying and talk.

How to check it in turnda

  1. Look for the notice “Automatic packs are stopped on your account”. It says how many card disputes were decided against us in the last 12 months.
  2. Open Billing. The WhatsApp card (and the text card, if you use it) shows that automatic buying is stopped.
  3. Write to support@turnda.com. We will look at it with you.

A real example

Mei's Salon In March the bank returns Mei's money for a WhatsApp pack. In October it returns her money for another WhatsApp pack. That is two disputes decided against us within 12 months. Her notice says “2 card disputes on packs were decided against us in the last 12 months”. The WhatsApp pack she holds keeps working. No new WhatsApp pack is bought until Mei writes to us and we have looked at it with her.

What happens in turnda

  1. 1First lost dispute
    That pack is removed. Everything else carries on
  2. 2Second lost dispute within 12 months
    A WhatsApp pack, a text pack or a text registration fee
  3. 3Automatic buying of packs stops
    Packs you hold keep working
From the first lost dispute to a conversation.
  • It counts the add-ons together. A lost dispute on a WhatsApp pack, a text pack or a text registration fee all count toward the same total. Text messages are not open in any country yet, so today this means WhatsApp packs.
  • The period is counted back from the day the last dispute was decided.
  • A previous owner's lost dispute never counts against a new owner.
  • Your package is not touched. Only automatic buying of WhatsApp and text packs stops.

What you need to do

  1. Write to support@turnda.com from your owner email. Say your business name and what happened.
  2. Keep using what you hold, or switch the channel off if you prefer.
  3. Next time, press Ask about this charge before going to your bank.

What turnda does not cover, and who does

Not covered by turndaWho covers it
Why your bank sided with you Your bank and the card company.
Fraud on your own card Your bank. Tell them too.

Common questions

QuestionAnswer
Does the second lost dispute stop my package? No. Only the automatic buying of WhatsApp and text packs.
Do disputes older than 12 months count? No.
How do I get automatic buying back? Write to support. We look at it with you, then buying can carry on.
Is this a fine? No. It is a pause so that we can talk.

Related: After a dispute, won or lost