Disputed charges

A family who thinks a charge is wrong can dispute that one charge in the parent app, instead of calling the front desk or disputing the whole bill. They say what’s wrong in their own words. You read it when you have time and answer in Spotter. The family sees your answer in the parent app and gets an email.

Each charge can be disputed once. Credits and voided charges can’t be disputed.

Owners, admins, and the front desk can answer a disputed charge. This is different from a card dispute (a chargeback), which a family files with their card company. See Refunds and disputes.

While a charge is disputed

The disputed charge is on hold until you answer:

Autopay skips it, and so does the parent’s Pay button. The rest of the bill is still due and paid as usual.
It doesn’t get a late fee.
It still counts in the balance. The statement marks it Disputed and says “$45.00 is disputed and on hold until [studio] answers.”

If the family already paid the charge before disputing it, it stays paid. Clearing it then leaves the family a credit.

Find disputed charges

Today: owners and admins see “The Abbott family disputes a charge” (or how many) under what needs you.
Billing: Disputed charges lists each one with the family, the charge, the latest message, and how long it’s been waiting. Click one to open the family.
The family page: the dispute is at the top of the family’s Billing section, with the whole conversation.

Answer a dispute

On the family page, type in Message to the family, then choose one:

Reply. Ask a question or say you’re looking into it (“Checking with the coach”). The charge stays on hold.
Clear it with a credit. The family is right. Enter how much to credit: the whole charge (the default) or part of it. Your message is optional. Click Add credit and close. The credit goes on the same bill, reading like “Credit · Pom warm-up jacket”, or “Credit · Pom warm-up jacket (part)” for part of the charge. Anything not credited is due again.
It’s correct. The charge stands. Write why (required), so the family understands it. The charge is due again, and late fees count from today, not from the original due date.

Voiding the charge also settles the dispute in the family’s favor. See Void a mistake.

If the family writes back

After you say a charge is correct, the family can reply once. That opens the dispute again and puts the charge back on hold. If you say it’s correct a second time, the dispute is settled. The parent app tells them to talk to the front desk if they still have questions.

A family can also withdraw a dispute. The charge is then due like the rest of the bill. They can still write back later, and that opens the dispute again.

Past disputes

Settled disputes fold under Past disputes on the family page, each with its result (Credited $20.00, Said it’s correct, Voided, or Withdrawn). Click one to read the conversation.