Disputes & Chargebacks
A dispute (chargeback) is when a customer asks their bank to reverse a card payment. They're rare, but worth knowing how to handle.
Where disputes are handled
Card payments settle in your Stripe account, so disputes are managed in your Stripe Dashboard. Stripe notifies you of a dispute, holds the funds while it's open, and gives you a window to submit evidence. Respond and track the outcome there.
Building strong evidence in HandyBook
The records you keep in HandyBook are exactly what wins disputes. Before and during each job, capture:
- A signed quote — the customer's e-signature accepting the work and price is your strongest evidence
- Job photos — before/after shots and documentation of the work
- Invoice and payment records — clear line items and what was paid
When a dispute comes in, download these from the job/quote/invoice and upload them to Stripe with your written response.
Reducing disputes
- Get quotes e-signed before starting work
- Photograph the work on every job
- Keep invoices itemized and clear
- Respond to customer questions quickly — a happy customer rarely disputes
FAQ
Does HandyBook manage the dispute response? No — respond in your Stripe Dashboard. HandyBook is where you gather the evidence.
What's the best protection? A signed quote plus job photos.
Are disputed funds held? Yes — Stripe holds them until the dispute resolves.
Can refunding head off a dispute? Often. If the customer is right, refunding directly (see "Issuing Refunds") can avoid a chargeback.