How to prevent disputes
Short answer
Most disputes start with a customer who does not recognise a charge or cannot reach you. Use a name they know, give them receipts and a way to write to you, and answer quickly.In this article
Be recognisable
- Set your Business name under Settings → Business to the name your customers know you by. It is on every receipt and invoice.
- Give each product a clear name and description, so the receipt says what they bought.
Be easy to reach
- Set a Customer support email under Settings → Business. It is on every receipt, so a question comes to you rather than to their bank.
- Leave receipts on, under Settings → Customer emails.
- Answer messages quickly. A customer who hears nothing is the one who calls their bank.
Be clear before they pay
- Say what they get, and when.
- Show your refund and cancellation policy where they buy.
- For a deposit or a booking, say what happens if they cancel.
Refund when you should
If a customer is right, refund them before they ask their bank. A refund costs you the payment. A lost chargeback costs you the payment and may carry a handling fee.
Watch for fraud
Risk rules and lists can block or flag payments that look wrong, and reviews let you refund before a stolen card turns into a chargeback.