HelpBilling, payments and refundsAfter a dispute, won or lost

After a dispute, won or lost

When the bank decides, you get a notice and an email. If the bank kept the payment with us, the pack comes back. If the bank returned the money to you, it is back on your card and that pack is removed.

Owner Where: Billing 3 min read

Your package and your other packs carry on in both cases.

What it is

A dispute ends in one of three ways: the bank keeps the payment with us, the bank closes the dispute, or the bank returns the money to you.

How to check it in turnda

Read the notice on the add-on card and the email. Payment kept with us: “The card dispute on your WhatsApp pack of (date) is over”. Money returned to you: “Your card company returned (amount) for the pack of (date) to you”.
Open Billing history. The row is marked Dispute lost — returned to your card when the bank returned the money to you, or goes back to Paid when the bank kept the payment with us.
Open Money activity. A pack whose money the bank returned to you shows as Taken back (card dispute).

A real example

Ana's Café Payment kept with us: Ana's bank closes the dispute on her pack of 400 unused messages. The 400 come back and automatic buying carries on. Money returned to you: Mei's bank returns her $30 to her card, the pack's 400 unused messages are removed, and her package, extra visits and other packs carry on.

What happens in turnda

1The bank decides
2Kept with us, or closed
The pack's messages are back. Automatic buying carries on
3Money returned to you
The money goes back to your card. That pack's unused messages are removed

Two ways a dispute ends.

What happens	What it means for you
The bank keeps the payment with us, or closes the dispute	The pack's messages come back and automatic buying carries on.
The bank returns the money to you	The money goes back to your card and that pack's unused messages are removed. Your package, your extra visits and your other packs carry on.
The bank returns your latest package payment to you	Your paid package ends and the business moves to Free. Your WhatsApp messages and extra visits are kept and paused. They come back when you pay for a package again. You choose a package again on Billing.
The bank returns an older month's package payment to you	Only that payment is taken back. Your current package carries on. The loss is still recorded, and we are told.
The bank returned a previous owner's money to them	A notice says so. Its messages are paused and your own packs keep working. It never counts against a new owner, and a previous owner's package payment returned by the bank does not end the package you now pay for.

What you need to do

Payment kept with us: nothing. Check that automatic buying is on.
Money returned on a pack: check your balance and your limit. If you want a new pack you can switch the add-on on again.
Money returned on your package: choose a package again on Billing and add a card.
If you disagree, write to support. A new card cannot undo a dispute.

What turnda does not cover, and who does

Not covered by turnda	Who covers it
Appealing a bank's decision	Your bank and the card company.
Getting money back twice	Not possible. A lost dispute returns the money to your card, so we cannot refund the same amount again.

Common questions

Question	Answer
Will I be told?	Yes, by a notice on Billing and an email.
Does it close my account if the bank returns the money to me?	No. Your lines, settings and logo stay.
What if it happens twice?	See A second lost dispute.

Related: During a card dispute