How to Address Fraud Disputes

How to Address Fraud Disputes


1. Log into Stripe https://stripe.com/

2. Click on Status and check the box next to Early fraud warning



3. Locate the payment and click on the email under Customer (note- blacked out in this example for privacy)



4. On the next screen, under Customer click on the actual customers name (note- blacked out in this example for privacy)



5. On the next screen, scroll down to the Early fraud marked invoice (note- areas blacked out in this example for privacy)



6. Send out the below email template to the customer,

Hi [CUSTOMER],

I hope all is well. We've received an early fraud notification for your recent payment with Livingston Charge Port EV charging. We checked our records, and it looks like you charged your EV with us on the following dates:

[DATE OF CHARGE] - [LOCATION OF CHARGE]

For simplicity, we only bill you once per month for your charge. However, we've found that if drivers use our service occasionally, they sometimes forget about charging us. Please get in touch with your banking provider to remove the fraud notice if you recall the dates above.

 We want to continue to provide an exceptional charging experience for you and your EV. However, our system automatically disables your Livingston Charge Port account once your bank processes a fraud notice.

 If you have any questions or concerns, don't hesitate to contact our support team at (518) 691-3780 or respond to this email.

7. If the customer replies that they've resolved the situation, and with their approval, you may retry the payment method on the account.


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