HelpBilling, payments and refundsDuring a card dispute
During a card dispute
A card dispute is your bank pulling a payment back. While one is open, no new pack is bought and the disputed pack is on hold.
Your package, your other packs and your invoices keep working.
What it is
A dispute (also called a chargeback) is opened with your bank, not with us. It is different from a card that simply failed.
How to check it in turnda
- For a pack, look at the card on Billing: “A card dispute is open on your WhatsApp pack of (date)” (or the same for your texts pack). For your package payment, look for the card “A bank dispute on your package payment is open”. The Warnings badge in the top bar also says that automatic packs are stopped because a payment was disputed. The owner and managers see the warning; staff do not. Only the owner has a Billing page, and only the owner can ask the bank to close the dispute.
- Open Billing. The card shows Dispute open, or Dispute open · only pack if it was your only pack.
- Open Money activity. The pack's messages show as Held while a dispute is open.
A real example
Mei's Salon Mei's bank opens a dispute on her {{addon.whatsapp.zone3}} pack of 1,000 WhatsApp messages, 400 of which are unused. Those 400 are put on hold. Her package, her extra visits and a second pack keep working. No new pack or fee is bought. Because the second pack is still there, her new visitors are still offered WhatsApp. If it had been her only pack, new visitors would not be offered WhatsApp, and people already waiting would not get their “almost your turn”.
What happens in turnda
- 1The bank opens a dispute
- 2The disputed pack is put on holdIts unused messages cannot be used
- 3No new pack or fee is boughtFor any add-on, while any dispute is open
- 4Your package and other packs keep working
- 5The bank decidesSee After a dispute
| What happens | What you see, and what to do |
|---|---|
| A dispute is opened on a pack | That pack's unused messages are put on hold, and no new pack or fee is bought while any dispute is open. |
| It was your only pack | New visitors are not offered WhatsApp or texts, and people already waiting do not get their “almost your turn”. |
| The bank only asks a question (an enquiry) | Nothing is put on hold and nothing is said. |
| A dispute on your package payment | The bank decides. If the bank keeps the payment with us, nothing changes. If it returns the money to you for your latest package payment, your paid package ends. If it was an older month, or a payment by a previous owner, only that payment is taken back and your current package carries on. See After a dispute. |
What you need to do
- If you opened it by mistake, ask your bank to close it. Managers can ask the owner to do this.
- If you did not open it and did not authorise the payment, tell us. Press Ask about this charge, or write to support from the Help page.
What turnda does not cover, and who does
| Not covered by turnda | Who covers it |
|---|---|
| How long the bank takes to decide | Your bank and the card company. |
| Closing a dispute for you | Your bank. Only you can ask them to close it. |
| The result of a dispute | The bank and the card company. See the next page. |
Common questions
| Question | Answer |
|---|---|
| Do I lose my other packs? | No. Only the disputed pack is on hold. |
| Is my account in danger? | No. Your lines, settings and invoices stay. Repeated lost disputes are a different matter. See A second lost dispute. |
| A dispute was opened by someone who does not work for me. | Tell us at once with Ask about this charge or by writing to support. |
Related: Ask about this charge