A patient's bank decides, weeks later, to take a payment back. The bank sets a deadline for your side of the story, and you can't answer a notice you never saw. When a cardholder disputes a card payment taken through Square, Goji records it and puts it in front of the right people.
Where a dispute shows up
Square tells Goji when a dispute is opened, changes state or has evidence added, and Goji updates the record to match. Open Settings → Billing, in the Payment processing section, and a Disputes list appears once Square is connected and at least one dispute exists. Any member can read it. Each row shows:
- the amount and status
- the patient and invoice, when Goji can match the payment
- the reason the bank gave
- how many pieces of evidence are on file
- the date a response is due, while the dispute is open
The statuses are Needs response, Evidence under review, Won, Lost and Accepted (lost). While a dispute is open, the payment on the patient's invoice reads Disputed (pending). After you accept or lose, it reads Charged back, the amount comes off the invoice's paid total, and the receipt shows a Charged back line and a net paid figure. A win puts the payment back to normal. The patient's portal shows the same notes on their invoice.
Who is told
When a dispute first opens, an owner-and-admin alert is queued: one email to each owner and admin, naming the amount and pointing to Settings → Billing → Disputes. It is the New dispute alert workflow, listed as When a payment dispute opens under Settings → Notifications, where an owner or admin can switch it off. Later state changes don't send it again.
What you can do in Goji
Only an owner or admin sees the Accept button, on a dispute that is still open. Goji asks you to confirm, then tells Square to accept it. The amount goes back to the cardholder immediately and it can't be undone.
Goji doesn't submit evidence, so a dispute you want to contest is answered with Square. The evidence count and the status in Goji follow what happens there. This is different from a card refund, which you choose to give.