Chargebacks & disputes: what to do
Requirements
- Available on: All plans
- Device access: Web & mobile browser
- Permission: Owner
A chargeback (also called a dispute) happens when a client asks their bank to reverse a card payment instead of contacting you for a refund. The bank pulls the funds back while it investigates. This is different from a refund you issue yourself.
What happens during a dispute
- The disputed amount is held (debited from your balance) while the client's bank reviews the case.
- Stripe charges a dispute fee of about $15 per dispute. This is set by the card networks, not by SalonHub360.
- You're given a window to respond with evidence — for example, your service records, appointment confirmation, messages, and your posted policies.
- If the dispute is resolved in your favor, the held amount is returned. If not, the client keeps the refund and the dispute fee still applies.
| Refund (you issue) | Chargeback (bank reverses) | |
|---|---|---|
| Who starts it | You | The client's bank |
| Extra fee | None from SalonHub360 | ~$15 Stripe dispute fee |
| The money | Returned to the client by you | Held during review, then decided by the bank |
How to reduce chargebacks
- Keep a clear cancellation and refund policy and make it visible at booking — see Set cancellation & no-show fees.
- Use a recognizable business name so charges aren't mistaken for fraud on a statement.
- Keep accurate appointment and service records — they're your evidence if a dispute is filed.
- When a client is unhappy, offer a refund first. A refund you issue avoids the dispute fee — see Issue a refund (full or partial).
Note: Disputes apply to card payments processed through SalonHub360 Payments. Manual tenders you recorded yourself (cash, Zelle, Venmo, and the like) aren't subject to card-network chargebacks.
Tip: For a full breakdown of card costs, including the dispute fee, see Processing rates & fees explained.
Related articles