thread I charge a cancellation fee - if the customer files a dispute am I protected? in Archived Discussions (Read Only)

I charge a cancellation fee - if the customer files a dispute am I protected?

Jacbryan — Wed, 13 Feb 2019 16:04:24 GMT

The title of this thread has been edited from the original: cancellation dispute

If I charge a cancellation fee and the customer disputes with there bank. Am I protected?

Re: cancellation dispute

ryanwanner — Wed, 13 Feb 2019 02:22:57 GMT

If you have a written policy in place specifically stating you charge a cancellation fee you *should* be ok. Make sure this is something that the customer can easily see (on a website, in-store signage, whatever!), and I would recommend putting it on the receipt as well in either your Returns Policy or as a Custom Message. You can change both of those on your receipts from your dashboard: Account & Settings -> Business -> Receipt and scroll down a bit.

Without any documentation that you're going to do it, you are opening yourself up for a chargeback.

Re: cancellation dispute

Helen — Wed, 13 Feb 2019 16:32:19 GMT

Hello @Jacbryan! The reply by @ryanwanner is correct (thank you!) but I also confirmed with our Disputes team that even though having the right paper work is important it won't prevent a customer from being able to open a dispute with their bank. This Support Center article might also be useful, it's a walkthrough of what happens if you receive a dispute.