Venmo provides support to users who pay businesses. In most cases, we recommend that users work with the business directly if they have a problem with their purchase. If a solution cannot be reached, they can contact Venmo Support to file a dispute.
Merchants should contact Braintree support for all issues related to Venmo payments.
How does Venmo process disputes?
Venmo disputes leverage many of the existing tools and processes you're already familiar with as a Braintree and/or PayPal merchant. If a Venmo user disputes a charge with your business, you will be notified via email. You will be able to respond to the dispute and provide necessary documentation via your merchant control panel. Once documentation is received, Venmo will provide an outcome to both the customer and merchant, and allocate funds accordingly.
You will have approximately 30 days to respond to a dispute -- refer to your control panel for exact response time.
Once documentation is received, Venmo will provide an outcome to both the customer and merchant, and allocate funds accordingly.
If a dispute outcome is found in favor of the customer, a refund will be provided to them. In these cases, Venmo will withhold this transaction amount from a future settlement with your business in order to cover the cost of the refund.
How do I issue refunds for purchases made through Venmo?
Issuing refunds for purchases made through Venmo works the same as for any other Braintree transaction.
Log into your merchant control panel and search for the transaction. On the transaction details page, click ‘Refund’ and if needed, adjust the amount you’d like to refund your customer for. The refund will be credited to the same payment method that the customer used for the original payment, whether that was card, bank, or Venmo balance.