Handling Chargebacks
A chargeback happens when a customer disputes a charge with their bank instead of asking you for a refund. The bank pulls the funds back from your account while it investigates, and you get a limited window to show that the charge was valid.
Chargebacks are different from refunds. A refund is money you choose to return. A chargeback is forced by the customer's bank, and you have to respond to keep the funds.
The response window is short, usually 7 to 10 business days from when the dispute opens. If you miss it, the dispute is automatically decided for the customer and the funds are lost. Respond as soon as you see a chargeback.
How you will know
When a chargeback comes in, Sync Pay surfaces it in two places:
- On the Settings -> Sync Pay page, in the chargebacks panel.
- On the dedicated Disputes page at Settings -> Sync Pay -> Disputes.
The payment's status also changes to Disputed. See Payment Statuses.
How to respond
Open the chargeback
Click the chargeback row on the Disputes page to open the evidence form. You will see the disputed amount, the reason the customer gave, and the deadline.
Gather your evidence
Collect anything that proves the service happened and was authorized. The stronger and more specific, the better:
- The signed work authorization or service agreement.
- Before and after photos from the inspection.
- The completed inspection or work order PDF.
- Text or email records showing the customer approved the work.
Upload and submit
Attach your files, write a short, factual narrative of what happened, and submit. Sync Pay forwards everything to the card networks on your behalf.
Wait for the decision
The card networks review the evidence and report back when the dispute resolves. This can take several weeks. If you win, the funds are returned to you; if not, the chargeback stands.
Reducing chargebacks
- Always capture authorization. A signed work order or service agreement is your strongest evidence.
- Document the work. Inspection photos and completed PDFs make disputes much easier to win.
- Use a clear billing name. Customers dispute charges they do not recognize. A recognizable name on the statement prevents "I do not know this charge" disputes.
- Offer a refund first. If a customer is unhappy, a refund you control is almost always better than a chargeback you have to fight. See Issue a Refund.