Resolving Claims through ezyCollect

This article explains how to resolve claims through ezyCollect, including the timeline and costs involved.

A claim occurs when a customer (payer) disputes a bank transfer transaction.

A customer (payer) can file a claim with their supplier (you) or directly to their bank. When a claim is filed through the bank, ezyCollect receives a notification from our payment processor to which we immediately inform you via email thereafter.

Identifying Your Stance
Claims usually result from misunderstandings. If a claim is made directly to you, it’s best to resolve it internally before it escalates.

If a customer files a claim with their bank, alleging an unauthorized transaction, you must either accept the claim or file a counterclaim.

Options for Resolving Claims
​Accepting the Claim
The disputed amount will be retrieved from ezyCollect and returned to the customer. You’ll be charged the disputed amount plus a dispute processing fee* within one day.

Countering the Claim
You’ll need to submit supporting documents, such as invoices, payment receipts, communication records, and a copy of the direct debit authority. ezyCollect will submit these on your behalf.

If no documents are provided within 24 hours, ezyCollect will charge you the disputed amount plus the dispute processing fee, and the claim will be considered lost.

If you file a counterclaim, the bank’s decision can take up to three months. During this time, ezyCollect will still charge you the disputed amount plus the processing fee. If the counterclaim is successful, ezyCollect will reimburse the disputed amount but retain the processing fee.

IMPORTANT: ezyCollect Payments US ACH disputes cannot be countered. Once ezyCollect is notified of an ACH dispute, we will charge you back to recoup the funds along with the processing fee.

All claim queries including dispute processing fee must be submitted to our Payments team at payments@ezycollect.com.au