Using Justt to Respond to Disputes

If you’re using Justt to manage and respond to payment disputes, this guide explains how it works and what actions we recommend you take as a creator.

What is Justt?

Justt is an automated dispute management platform that helps respond to chargebacks on your behalf. It uses AI to compile evidence and submit responses that align with card network requirements. 

You can view step by step guidance on using Justt to respond to disputes at the link HERE.

How Justt Works

When Justt is enabled:

1. You’re notified of a new dispute
   When a customer raises a chargeback, you’ll be notified so you’re aware and can take action if needed.
    
2. Evidence is compiled
   Justt pulls together relevant data, such as:
   • Transaction details
   • Booking information
   • Customer details
      
3. Add further enrichment data to strengthen case
   • Customer communication
   • Checkout page specific to transaction
      
4. Response is generated and submitted
   Justt creates and submits a response automatically - no manual submission required.

What We Recommend You Do

While Justt handles the dispute response automatically, there are a few important steps we strongly recommend:

1. Ensure your evidence is complete

Make sure your evidence gallery includes:

• Your terms and conditions
• Cancellation and refund policies
• Any other relevant documentation

Having these in place strengthens your defence against disputes.

2. Contact the customer

When a dispute is raised, we recommend reaching out to the customer to understand why they disputed the payment.

• This can help clarify misunderstandings
• In some cases, the customer may resolve the issue directly

Any communication with the customer can also be added as additional evidence to support your case.

3. Decide how to handle the booking

You may wish to cancel the associated booking if a dispute is raised.

• This is entirely at your discretion
• Consider the timing of the experience and your cancellation policy

Best Practices to Improve Outcomes

To give Justt the best chance of successfully resolving disputes:

• Keep your terms and policies clear and accessible
• Ensure customers actively agree to your terms at checkout
• Maintain clear communication records with customers
• Send booking confirmations and reminders
• Justt will automatically submit counter-disputes up to 24 hours before the final deadline, so it's important to stay on top of chargebacks and add any enrichment data ahead of the final due date.

FAQs

Do I need to respond to disputes myself?

No - Justt submits responses automatically. However, we recommend staying informed and following the steps above to strengthen your case.

What if I don’t recognise a dispute?

Contact the customer first to gather more context, then reach out to support if needed.

Should I always cancel a booking after a dispute?

Not necessarily—this is up to you and depends on your situation.

Need Help?

If you have questions about disputes or need support, please contact our team at support@easol.com