Unprofessional handling of a dispute, followed instructions to a tee, only to be hit with collections
We are extremely disappointed with how Stax has handled a recent chargeback dispute. When a dispute arose, we submitted all necessary information and provided clear proof that the services were fully rendered. We explicitly asked if any additional paperwork or forms were required pre-arbitration and were told by their team that nothing else was needed and to just wait. Instead of initiating the arbitration process as promised, we were sent a collections notice the very next day because of a missing form—the exact form we were explicitly told to wait on submitting. When we immediately reached out, we were told we were suddenly "past the deadline" for arbitration. Out of hundreds of clients, a dispute is a rare occurrence (less than 0.5% of the time), but a payment processor should protect its merchants when solid evidence of service delivery is provided. Instead, Stax failed to communicate, gave conflicting instructions, and completely ignored our case. No one is getting back to us. We are currently forced to look into a payment plan just to protect ourselves while we continue to contest this and demand the arbitration we were originally promised.