Re-Leased does not process refunds directly. If a tenant requests a refund, they need to contact their bank to request a chargeback. This article explains how refunds and payment disputes work through Re-Leased Pay.
Refunds
Re-Leased does not process refunds. Tenants who want a refund should contact their bank directly to request a chargeback.
Payment Disputes
A payment dispute occurs when a tenant challenges a charge. Common reasons include:
The tenant doesn't recognise the charge.
The tenant believes the charge is fraudulent.
The tenant disputes the amount charged.
How We Minimise Disputes
Clear payment descriptors — we use your Re-Leased Company name (up to 22 characters) so tenants recognise the charge on their statement.
Payment receipts — tenants receive an email receipt after every successful payment.
Receiving a Dispute Notification
Re-Leased will notify you by email if a tenant files a dispute on a payment made through Re-Leased Pay.
Bank Account Disputes
Disputes on bank account (Direct Debit) payments are automatically resolved in favour of the tenant due to regulations in most regions. These cannot be challenged by Re-Leased or by you. You will need to resolve these disputes directly with the tenant.
Credit Card Disputes
If you receive a credit card dispute notification, respond to our email as soon as possible to indicate whether you want to accept or challenge the dispute.
Accepting the dispute — the disputed amount is returned to the tenant.
Challenging the dispute — we guide you through submitting evidence to support the legitimacy of the charge.
Dispute Outcomes
Resolved in your favour — the disputed amount is returned to your account.
Resolved in the tenant's favour — you will need to resolve the matter directly with the tenant.
Note: For both bank account and credit card disputes, Re-Leased will issue you an invoice to recover any disputed amount that has already been paid out to your account, inclusive of processing fees. Your nominated bank account will not be automatically debited to recover disputed funds. The dispute resolution process can take up to 2–3 months to complete.
For full details, see the Re-Leased Pay terms and conditions.