> ## Documentation Index > Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt > Use this file to discover all available pages before exploring further. # FieldPulse Payments Chargebacks > Why chargebacks happen, how to prevent them, and exactly what to submit to win a dispute — a quick-reference guide for field-service business owners. Chargebacks happen when a customer disputes a payment with their bank. This quick-reference guide explains why they happen, how to prevent them, and exactly what to submit to win a dispute — written for field-service business owners. *** # The Process | Phase | Status | What happens | | -------------- | -------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | | **Inquiry** | Action required · funds **not** pulled | The bank asks for evidence the payment was valid. You'll be notified. Respond here — funds haven't moved yet, and this is your best window. | | **Dispute** | Action required · funds **pulled** | Becomes a formal dispute if the inquiry is unresolved or skipped. Funds are debited; you submit evidence or accept the loss. | | **Processing** | Awaiting decision | You've responded. The issuing bank is reviewing the evidence. | | **Decision** | Won, partial, or lost | The bank rules: you win (funds returned), partially win, or lose (funds stay with the customer). A "provisional win" can still be overturned. | *** # Critical Rules * ⏰ **Keep records for at least 180 days** — a chargeback can be filed up to 180 days after payment. * ❗ **Always respond to an inquiry.** Funds haven't moved yet — this is your best chance to close the case before money is pulled. * ➡️ **Write a rebuttal letter for every dispute.** The reviewer doesn't know your business. A short cover letter tying your evidence to the reason code dramatically increases your win rate. * ❌ **Missing the dispute deadline = automatic loss.** The funds stay with the customer and cannot be recovered. * 💲 **\$25 chargeback fee per dispute**, billed when the dispute is created — whether you win or lose. * ⭐ **Your four strongest evidence types** (capture these on every job): signed work order · before/after photos · dispatch/GPS records · customer texts & emails. * ➡️ **First-round evidence is everything.** You rarely get a meaningful second chance, so make your initial submission airtight. *** # Reason Codes & What to Submit to Win | Reason code | What the customer claims | What to submit to win | | --------------------------- | ------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Credit not processed** | Owed a refund or partial credit and hasn't seen it. | Proof of refund/credit issued; refund/cancellation policy; signed work order showing the job was completed (if no refund is due); customer comms about resolution. | | **Duplicate transaction** | Charged multiple times for the same product or service. | Two distinct invoices/work orders for different jobs; itemized breakdown showing different parts/labor; proof they didn't pay another way (cash, check, ACH); dispatch records for separate visits. | | **Fraud** | Didn't authorize or recognize the payment. | Signed work order/service authorization; tech on-property photos plus before/after job photos; dispatch & GPS records; customer texts/emails confirming the appointment or gate code; prior non-disputed jobs for the same customer. | | **General / Uncategorized** | Doesn't fit a specific category. | Rebuttal letter covering the job start to finish; signed work order, invoice, and completion photos; dispatch/authorization records; customer comms. | | **Incorrect amount** | Agrees they paid but says the amount was wrong. | Signed estimate plus final invoice; change-order documentation; customer approval texts/emails for added work; published rates for diagnostics/trip charges. | | **Not received** | Paid but says the service was never delivered. | Signed job-completion form; before/after photos (timestamped); dispatch & GPS logs; appointment confirmation plus "job complete" notifications; itemized invoice. | | **Not acceptable** | Service was defective, damaged, or not as described. | Signed estimate/scope of work; before/after plus close-up photos; completion checklist or commissioning report; warranty/permit sign-off; records of any callback or warranty offer made; customer satisfaction texts/emails. | | **Subscription canceled** | Billed after canceling a recurring plan. | Signed maintenance-plan or membership agreement with billing terms; cancellation policy; records showing the cancellation came after the renewal billed (or never came); service logs showing delivery during the billed period; enrollment email. | | **Unrecognized** | Doesn't recognize the merchant name on their statement. | What your billing descriptor looks like vs. your DBA; signed work order and invoice for that service address; before/after photos plus dispatch records; appointment confirmations and texts; prior jobs for the same customer/property. | | **Uncategorized** | Doesn't fit a specific category — same as General. | Full evidence package (signed work order, invoice, completion photos, dispatch records, customer comms) plus a rebuttal letter. | *** # Chargeback Prevention Checklist * ✅ **Get a signature on every job.** A signed estimate before the work, plus a signed invoice or completion form after. * ✅ **Photograph everything.** Before/after photos, ideally timestamped and geo-tagged. * ✅ **Use a clear billing descriptor.** Show your DBA — the name homeowners recognize, not a parent company. * ✅ **Document change orders.** Get written or texted approval whenever scope or price changes. * ✅ **Collect deposits on large jobs.** A signed deposit agreement sets expectations and creates a paper trail. * ✅ **Spell out your policies.** Cancellation, trip-charge, and refund terms in writing — acknowledged by customers. * ✅ **Be easy to reach.** A responsive phone line or text thread means customers call you before they call their bank. * ✅ **Keep dispatch records.** Scheduling and GPS logs prove your tech was on-site when it counts. *** # Chargeback FAQs **How do I prevent chargebacks?** Use the prevention checklist above. The biggest levers are clear documentation (signatures, photos, written policies), a billing descriptor customers recognize, and being easy to reach so issues come to you before they go to the bank. **What are the fees?** FieldPulse Payments charges a \$25 chargeback fee per chargeback to cover processing and investigation. It's billed when the chargeback is created and applies whether or not you win. **How are chargeback funds pulled from my account?** When a chargeback enters the dispute phase, your next-business-day deposit is adjusted down by the chargeback amount plus any fee. If you later win, the recovered funds appear in a future deposit. **What happens if I don't respond?** If you don't respond to an inquiry, the customer can escalate it to a dispute and the funds are pulled. If you don't respond to a dispute, you forfeit it. Always respond — even a simple, well-documented package can win. **Can I just accept a chargeback?** Yes. If the customer is right, or it's not worth contesting, you can accept the chargeback. That returns the funds to the customer and closes the case. The \$25 chargeback fee still applies. *** **Have additional questions?** *Contact us at [support@fieldpulse.com](mailto:support@fieldpulse.com) or use the chat feature in the bottom right corner of your screen.*