With the payments feature, it is possible to request and receive payments from your clients through Stripe. Stripe is a payment management platform operating in more than 40 countries and works with clients such as Google, Amazon and Uber.

When using this feature it is possible for clients to ask you for refunds of payments or question the legitimacy of the payment with their bank, which means that they can open a dispute.

In this article, we explain how a nutrition professional can proceed in these cases.

1. Refunds

The refund request should be made by a client directly to the nutrition professional. So you can proceed with the refund, you should get in touch with our support team through the software chat, Whatsapp, or by e-mail (support@nutrium.io).

You should inform our team when this payment was made, who is the client, if the refund will be total or partial (if partial you should also state how much will be refunded), and the reason for the refund. Alternatively, you can send the payment request link to our team.

Your client will receive a full refund, except when the refund is partial, within 5 to 10 days.

The nutrition professional will be discounted the amount received in the original payment (with the service fee already discounted), plus an additional transaction fee from Stripe.

When contacting our support regarding the refund, please get clarification on the value of these additional fees.

2. Disputes

A dispute is opened when a client, and card owner, requests the legitimacy of the payment with their bank.

In these cases, the bank will open a dispute process and immediately review the payment, refunding the client with the amount paid until the dispute is analyzed by all parties. The value refunded to the client will not be discounted from the professional account until this dispute is solved.

As soon as Nutrium is informed of this dispute, you will be contacted and asked for the necessary evidence to prove the legitimacy of the payment.

It is essential that you, as a professional, are as cooperative as possible sending all the necessary evidence to prove the payment legitimacy. The deadline to send this documentation is from 7 to 21 days.

If you do not send the necessary evidence to prove the payment legitimacy the dispute will benefit the client and the nutrition professional will have to refund the client with the full amount plus an additional dispute fee of 15€/£15/$15 charged by Stripe (value effective at the date this article was written).

If the professional submits all the necessary evidence, this will be sent to the clients' bank, which also has a deadline (60 to 75 days) to analyze the case and make a decision. As soon as our support receives the decision we will inform the professional.

If this dispute benefits the professional, no additional costs will be charged. If the dispute benefits the client, this payment amount will be discounted from the professional's account, as well as the dispute fee of 15€/£15/$15 by the payment platform.


Got any questions about the payments feature? Get in touch with our customer support on the chat or by e-mail at support@nutrium.io

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