Dispute Prevention & Resolution

Proactive Dispute Prevention

Clear Service Communication

  • • Detailed Service Descriptions: Comprehensive explanations of what clients receive
  • • Delivery Timelines: Clear expectations for project completion and delivery
  • • Scope Documentation: Detailed project scopes and change management procedures
  • • Progress Updates: Regular communication throughout service delivery

Immediate Delivery Confirmation

  • • Automated delivery notifications with access instructions
  • • Digital receipts and completion certificates
  • • Project handover documentation and training materials
  • • Follow-up support and maintenance information

24/7 Customer Support System

Multi-Tier Support Architecture

Tier 1: Immediate Response (0-2 hours)

  • • Emergency Hotline: +1 347-574-3963 - 24/7 for critical issues
  • • Priority Email: urgent@empathylabs.ai - Disputes, chargebacks, account issues
  • • Live Chat: Available 6 AM - 10 PM PST with instant escalation
  • • WhatsApp Business: +1 347-574-3963 for instant messaging

Tier 2: Technical Support (2-8 hours)

  • • Technical Email: tech@empathylabs.ai - Development and integration issues
  • • Project Management: projects@empathylabs.ai - Ongoing project support
  • • Video Calls: Scheduled within 4 hours for complex issues

Tier 3: Executive Escalation (Immediate)

Stripe-Specific Support Protocol

Based on real-world Stripe verification experiences: Stripe's manual review process takes 1-3 business days, but we maintain proactive communication throughout the entire process.

  • • Pre-Verification: We proactively provide all required documentation before Stripe requests it
  • • During Review: Daily check-ins with Stripe support and immediate response to any requests
  • • Post-Decision: Immediate implementation of any required changes within 24 hours
  • • Documentation: Complete audit trail of all communications and submissions

Dispute Resolution Process

Immediate Response Protocol

  1. Immediate Acknowledgment: Within 1 hour of dispute notification
  2. Documentation Review: Complete project history and communication review
  3. Client Communication: Direct contact to understand concerns and resolve issues
  4. Resolution Plan: Detailed plan for addressing client concerns within 24 hours
  5. Follow-up: Regular updates until resolution is complete

Resolution Options

  • • Service Adjustment: Modifications to meet client expectations
  • • Additional Support: Extended training and implementation assistance
  • • Partial Refund: Proportional refund for uncompleted work
  • • Full Refund: Complete refund if service cannot be delivered as promised

Chargeback Prevention Measures

Pre-Transaction Verification

  • • Client Identity Verification: Business registration and contact verification
  • • Project Scope Confirmation: Detailed agreement on deliverables and timelines
  • • Payment Authorization: Clear authorization for all charges
  • • Communication Setup: Established communication channels and preferences

Transaction Monitoring

  • • Real-time Monitoring: Automated systems to detect unusual patterns
  • • Client Satisfaction Tracking: Regular check-ins and satisfaction surveys
  • • Progress Documentation: Detailed records of all project milestones
  • • Risk Assessment: Proactive identification of potential issues

Quality Assurance

Service Quality Standards

  • • Code Quality: Peer review and testing for all development work
  • • Documentation: Comprehensive documentation for all deliverables
  • • Testing: Thorough testing before delivery to clients
  • • Training: Client training and knowledge transfer sessions

Continuous Improvement

  • • Client Feedback: Regular feedback collection and analysis
  • • Process Optimization: Continuous improvement of service delivery
  • • Training Updates: Regular team training on best practices
  • • Technology Updates: Staying current with industry standards

How Stripe Verification Actually Works

Stripe's 3-Phase Verification Process

Phase 1: Automated Verification (0-24 hours)

  • • Identity Check: Government-issued photo ID verification using Stripe Identity
  • • Business Registration: Cross-reference with state/country business registries
  • • Address Verification: Utility bills, lease agreements, or tax returns
  • • Website Ownership: DNS verification and content compliance check
  • • Bank Account: Micro-deposit verification and account matching

Phase 2: Manual Review (1-3 business days)

  • • Human Review: Stripe's verification team manually examines all documents
  • • Risk Assessment: Business model analysis and industry classification
  • • Compliance Check: Verification against Stripe's prohibited business list
  • • Document Validation: Cross-checking information across multiple sources
  • • Additional Requests: May request supplementary documentation

Phase 3: Decision & Implementation (1-2 business days)

  • • Approval: Account fully verified and payouts enabled
  • • Conditional Approval: Additional monitoring or restrictions applied
  • • Rejection: Account closed with specific reasons provided
  • • Appeal Process: 30-day window to submit additional documentation

Our Proactive Verification Strategy

Based on real-world experiences from Reddit and forums: We maintain all required documentation in a ready-to-submit format and proactively address potential issues before Stripe flags them.

  • • Pre-Submission: All documents prepared and validated before Stripe requests
  • • Multiple Formats: Documents available in PDF, JPG, and PNG formats
  • • Backup Documentation: Alternative documents ready if primary ones are rejected
  • • Regular Updates: Monthly review and update of all verification materials
  • • Compliance Monitoring: Continuous monitoring of Stripe's policy changes

Contact for Dispute Resolution

If you have any concerns about our services or need to resolve a dispute:

Dispute Resolution Email: disputes@empathylabs.ai

Emergency Phone: +1 347-574-3963

Business Hours: Monday-Friday, 9:00 AM - 6:00 PM PST

Emergency Support: Available 24/7 for critical issues