If a member disputes a charge with their bank, you can review and respond directly inside the Gymdesk Payments portal.
What is a Payment Dispute?
A payment dispute occurs when a member asks their bank to reverse a charge. This usually happens if they don’t recognize the charge or believe it was incorrect. It’s important to respond promptly, as disputes can lead to lost funds, fees, and potential account risks if they happen frequently.
If a gym member or customer disputes a payment charged by your gym, you will be notified by Gymdesk directly from our support email: support@gymdesk.com
Viewing Disputes in Gymdesk Payments Portal
To view all payment disputes, log in to the Gymdesk Payments Portal, then select Disputes from the menu on the left.
Reminder: Make sure you are logged in to the Gymdesk Payments Portal, not your regular Gymdesk account. If you are in the right place, the left menu should include options such as Payments, Payouts, Reports, etc.
Reviewing New Payment Disputes
In the Disputes section of your Gymdesk Payments account, recent disputes are labeled New in the status column. Click a dispute to open its full details. In the dispute details, you can see who disputed the charge, the disputed amount, the date it was filed, the reason provided by the cardholder or bank, and the deadline to submit your response.
How to Respond to Payment Disputes
Review the charge details and gather any supporting documentation before deciding how to proceed. Respond promptly—especially when contesting—to avoid automatically losing the disputed funds.
- If the charge was incorrect, unauthorized, or cannot be supported with evidence, it may be best to ACCEPT the dispute.
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If you have clear supporting evidence (such as a signed agreement, attendance records, or prior communication), proceed to CONTEST the dispute.
Contesting a Payment Dispute
If choosing to Contest a dispute, you will need to provide a brief factual explanation of why this dispute is being contested. This is called the Rebuttal Statement.
A strong rebuttal includes:
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When the service was provided
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Confirmation the member agreed to billing terms (signed agreement)
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Any relevant communication with the member
Use + Add Attachment to include supporting evidence proving the legitimacy of the disputed charge. Supporting evidence includes items such as:
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Signed membership agreement
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Receipts or invoices
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Check-in or attendance records
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Email or message history
Once finished, click submit. After submission, the card network reviews the dispute and will come to a resolution typically within 30-60 days.