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Payment Disputes

A dispute (also known as a chargeback) occurs when a client asks their bank to reverse a charge on their credit card.

When a dispute occurs, the transaction will be reversed, and you will be charged a dispute fee.

The Mangomint team will contact you and guide you through the next steps. You can either accept the dispute and allow the client to keep the funds, or you can fight the dispute (most common).

Gathering evidence to fight a dispute

If you choose to fight a dispute, the Mangomint team will work with you to gather evidence that can help increase your chance of winning the dispute. The more detailed evidence you can provide, the better your chance of winning the dispute.

Evidence that can help you win a dispute includes:

  • Signed documentation such as contracts, service agreements, or credit card receipts

  • Communications with the client before or after the service, including screenshots of texts or emails

  • Photos, videos, or security camera footage of the client receiving the service

  • Proof that the credit card owner was the person who received the service

  • A formal written statement from you describing the situation

  • Documentation stored in Mangomint such as policies, appointment reminders, etc. The Mangomint team will help you gather this information.

The outcome of a dispute will be determined by the bank that issued the client’s credit card. Unfortunately, if the bank determines you’ve lost a dispute, that decision is final.

Preventing disputes

Here are some steps you can take to help prevent disputes/chargebacks:

  • Require clients to agree to your cancellation policy. If clients will be charged for no-shows or cancellations, make sure that is clearly stated in your cancellation policy.

  • Process refunds in a timely manner to minimize the risk of a dispute.

  • Cancel recurring payments (such as memberships) in a timely manner according to the cancellation date requested by the client.

  • Require clients to sign documentation for large transactions.

If you have any questions about disputes, please reach out to chat support.

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