View, Dispute, and Approve Customer Chargebacks – Vagaro Support

Vagaro can help you defend your business from wrongful chargebacks. Once a customer chargeback has been submitted, you have eight days to respond to the claim. If you do not respond within eight days, the transaction will automatically be sent as a rebuttal containing supporting information that Vagaro has about the transaction. This may include:

Payment/deposit receipt.
Cancellation policy.
Refund policy.
Related form(s).
Customer appointment history.
Online deposit and checkout screenshots where the customer agreed to your policies.

Upon a customer initiating a chargeback, the consumer's financial institution will immediately and without notice impound the amount of funds disputed from your account. Vagaro will impose a chargeback fee and provide details of the chargeback transaction and instructions to dispute. The chargeback fee is not refunded if you win the dispute.

The chargeback fee per country:

United States: $7.50
United Kingdom: £0
Australia: $0
Canada: $20

Prerequisites: This feature requires Credit Card Processing.

Dispute or Approve a Pending Chargeback

If a customer charges back a payment, you can either accept the chargeback and refund the customer or dispute the chargeback with the customer's bank. This can all be done through Vagaro.

Note

For quick access, you will receive an alert in the Notification Bell Icon panel if a customer disputes a transaction. Select View and Respond to see details.

To dispute a chargeback or accept it:

Go to your Merchant Account settings:
- Vagaro Pro App: Select More → Credit Card Processing.
- Computer: Select your profile icon in the top-right corner, then select Merchant Accounts.
Select the Chargebacks tab.
Set a date range and select Apply.
To review current chargebacks, select the Pending tab.
Select View & Respond for the chargeback you want to dispute.
Optionally, to accept the chargeback:
1. Select Accept as a Refund. A warning will appear to confirm.
2. Select Submit .
Optionally, to submit a rebuttal:
1. Upload any evidence that provides more information about why the chargeback is not valid. A PDF file will be automatically created with the files you uploaded and Vagaro's evidence as well.
  
  Tip
  
  To increase your chance of winning a case, you should upload any correspondence between you and your customer, any other contracts or invoices not stored in Vagaro, pictures of services rendered (before and after), proof of delivery, and proof of refund if it was issued outside of Vagaro.
2. Write a statement for why you believe the chargeback is not valid.
3. To see what evidence Vagaro attached to the document, select View Rebuttal Document.
4. Select Submit Rebuttal.
5. Select OK to return to the list of chargebacks

The chargeback will appear on the Submitted/Closed tab with a status of Submitted (if you disputed) or Refunded (if you accepted the chargeback). The customer's bank has 90 days to review your case. If you win, the status will change to Won and the funds will be released to your bank account in the next batch deposit. If you lose, the status will change to Lost. Disputed and closed chargebacks are listed in your Merchant Account settings on the Chargebacks tab.

View Disputed and Closed Chargebacks

Any previously disputed or refunded items can also be reviewed from this screen.

To view your disputed and closed chargebacks:

Go to your Merchant Account settings:
- Vagaro Pro App: Select More → Credit Card Processing.
- Computer: Select your profile icon in the top-right corner, then select Merchant Accounts.
Expand the Merchant list, then select the merchant account to be changed.
Select the Chargebacks tab.
Under Report Date Range, set a date range and select Apply.
Select Submitted/Closed to view disputed and closed chargebacks.
Review the information for your chargebacks:
- Chargeback Date: The date the customer disputed the chargeback with their bank.
- Chargeback Amount: The amount the customer disputed.
- Customer Name: The name of the customer who requested the chargeback
- Reason: The reason for the chargeback
- Status: The status of the chargeback
  - Refunded: You approved the chargeback and refund.
  - Submitted: You disputed the chargeback, and it is currently in review.
  - Won: You won the dispute.
  - Lost: You lost the dispute.
- Submitted By: How the chargeback disputed was submitted:
  - Merchant: Rebuttal submitted by your business.
  - Automation: Automatic submission after eight days.
  Merchant (by the business owner) or Automation (automatic submission after eight days).
- Days Remaining: The time limit for the bank to review your documents.
Optionally, select View to see more information about a chargeback. The system will show the following information:
- Customer: The name of the customer that requested the chargeback.
- Name on Card: The name of the cardholder.
- Disputed Amount: The amount the customer requested in the chargeback.
- Chargeback Fee: The fee taken from your merchant account for the chargeback.
- Total Chargeback: The amount the customer disputed.
- Transaction #
- Original Date: The date the original transaction was made.
- Last 4 on Credit Card: The last four digits of the credit card used for the transaction.
- Reason for Dispute
Optionally, while viewing an individual chargeback, you can drill through to view more details:
- Select View Transaction to see information about the original transaction.
- Select View Customer Profile to see customer details.
- Select View Submitted Document to see the rebuttal document with the information your business and Vagaro provided.