A dispute happens when a client asks their bank to reverse a charge, and knowing the process helps you respond quickly and prevent the next one. This Spotlight video shows you what happens after a dispute and how to prevent it.
Watch the video
Video link: https://vimeo.com/1234175457
What you'll learn
- See the five steps from the moment a client disputes a charge to the bank's decision.
- Learn how long you have to respond and how long a decision can take.
- Set appointments to "Requires credit card" so your late and no-show fees hold up.
Quick reference: What Happens After a Dispute and Prevent It Before It Happens
What happens after a dispute
- Your client disputes the charge directly with their bank, not through PocketSuite.
- PocketSuite emails you the details. You have about one week to respond.
- You send proof: what the service was, any signed agreement, and your messages with the client.
- PocketSuite sends your evidence to the bank. The disputed amount is held on your balance in the meantime.
- The bank takes up to three months to decide. If you win, the hold releases back to you.
Prevent it before it happens
- Get a signature for agreed-upon services, especially recurring or subscription setups.
- Verify the card belongs to the client, or that they have permission to use it.
- Write a clear, specific cancellation and refund policy. Some leniency beats a rigid no-refund stance.
- Set appointments to "Requires credit card," not just confirmed. That's what makes a late or no-show fee enforceable.
- Do a quick service-completion check before you close out the appointment.
- Respond fast if a dispute email lands. You only have about a week.