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How do I respond to a refund request or dispute from a customer?

When a customer (agent or homeowner) has an issue with a transaction, they can now request a refund or report a problem directly from their Titus dashboard. This article explains what happens on the business side and how to respond.

What you’ll receive

When a customer submits a refund request, you’ll receive:

  • An email notification with the transaction details
  • The requested refund amount
  • The reason selected by the customer

The request also appears in the transaction activity feed in your Titus dashboard.

If a customer reports a problem that becomes a dispute, you’ll receive a separate dispute notification from Titus.

How to respond to a refund request

  1. Log in to your Titus dashboard
  2. Go to Payments → Transactions
  3. Locate the flagged transaction
  4. Open the transaction details panel

The refund request and customer-selected reason will appear at the top of the transaction.

To process the refund:

  1. Click Issue refund
  2. Choose Full or Partial
  3. Enter the refund amount
  4. Confirm the refund

Refunds are pulled from the payment method already connected to your account (ACH for bank-funded transactions).

Once submitted, refunds may take up to 5 business days to complete. The customer will also see a confirmation event in their activity feed.

How disputes are handled

When a dispute is opened you have 14 days to respond to the dispute either by accepting it or submitting evidence in contrary.

Titus manages the dispute process and will contact you if additional info is needed.

If the dispute is resolved in your favor there will be no changes. If it is resolved against you you will owe the resolved amount and the money will be debited from your linked account.

What customers see

Customers cannot request refunds or disputes on:

  • Pending transactions
  • Fully refunded transactions

On past-due loans:

  • Customers can still select Report a problem
  • Customers cannot select Request a refund

If a payoff invoice is already in progress for a pay-at-close loan, both actions route the customer to Titus Support instead of creating a new request.

Once submitted, customers cannot cancel a refund request.

Still stuck? Contact us at support@gotitus.com