What should a client do if they suspect a payment was fraudulent during a dispute?

When a client suspects that a payment was fraudulent during a dispute, the most appropriate course of action is to accept the dispute. Accepting the dispute allows the client to officially acknowledge the claim that has been made against them, which initiates the dispute resolution process. This process is designed to investigate the circumstances of the transaction in question.

Accepting the dispute means that the client is taking the matter seriously and is prepared to provide necessary documentation or information to the payment processor or bank if requested. It sets the stage for a thorough examination of the transaction, which may include reviewing transaction logs, customer communication, and other relevant details to determine the validity of the claim. By accepting the dispute, the client is also alerted to possible fraud, allowing them to take preventive measures for future transactions.

While contacting the customer for more information could be a step to gather additional insight, it does not officially progress the dispute resolution and investigation process. Simply rejecting the dispute would close the case without a thorough review and could lead to unresolved issues regarding potential fraud. Requesting an investigation from the bank could be a step to take after accepting the dispute, but it starts with the action of acknowledging the dispute officially.