Chargeback disputes are addressed in the public Master Service Agreement.
Why to review the agreement
The Master Service Agreement governs disputes relating to invoices, refunds, collections, and related enforcement rights. Review that controlling document before assuming how a billing dispute will be treated.
Best practice before disputing a charge
- Review the invoice carefully.
- Raise any good-faith billing dispute in writing promptly.
- Provide the basis for the dispute and the order reference.
Important note
The agreement also contains fee-shifting, collection, and enforcement language. That is another reason to raise billing issues directly with the company before initiating a chargeback.