What is the best practice when you suspect a customer will dispute their ACH payment?

The best practice when you suspect a customer will dispute their ACH payment is to contact the customer to confirm the transaction. By proactively reaching out to the customer, you maintain open lines of communication and provide an opportunity to address any concerns directly. This can help clarify any misunderstandings regarding the transaction and potentially prevent a dispute from occurring.

Taking immediate action to reverse the transaction can lead to complications and might not align with the customer's intentions. Similarly, waiting for the dispute to auto withdraw the funds does not actively engage with the customer and may lead to a negative experience or increased friction. Offering a refund before a dispute arises can sometimes be a good practice but relies on correctly assessing the situation and the customer's feelings towards the transaction, which may not always be clear.

Thus, confirming the transaction with the customer is a proactive approach that can enhance customer satisfaction and potentially resolve issues before they escalate into disputes.