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Chargebacks and Disputes

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Jamie Bennett
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Vagaro’s chargeback dispute feature can help you defend your business from wrongful chargebacks. When a customer disputes a payment on their credit card, your business is notified of the chargeback, and you have ten days to submit a rebuttal.

Note

Because screens are similar between the web and VPro versions, this article will only have web screens.

This article will cover:

Manage and View Chargebacks

  1. Vagaro Pro: navigate to More → Credit Card Processing.

    Vagaro.com: click your profile, then click Merchant Accounts.

    cc_processing.png
    hover_profile_web_2x.png

  2. Click/tap Chargebacks.

    click_chargeback_web_2x.png

  3. Set a date range and click/tap Apply Filters.

    calendar_apply_web_2x.png

  4. Click/tap Pending to view chargebacks.

    pending_web_2x.png

    Once a customer chargeback has been submitted, you have ten days to respond to the claim. If you do not respond within ten days, the transaction will automatically be sent as a rebuttal containing supporting information that Vagaro has about the transaction.

  5. Click/tap Submitted/Closed to view disputed and closed chargebacks.

    submitted_closed_web_2x.png

    • Chargeback Date: the date the customer disputed the chargeback with their bank.

    • Chargeback Amount

    • Customer Name: the name of the customer who requested the chargeback

    • Reason: the reason for the chargeback

    • Status: the status of the chargeback

      • If you did not dispute a chargeback, the status is Refunded.

      • If you disputed the chargeback, the status is Submitted.

      • If you win the dispute, the status will be Won; if not, Lost.

    • Submitted By: shows how the chargeback was submitted - Merchant (by the business owner) or Automation (automatic submission after ten days)

    • Days Remaining: the time limit for the bank to review your documents

  6. Click/tap View to see more information about a chargeback.

    submitted_closed_web_2x.png

    • Customer: name of the customer that requested the chargeback

    • Name on Card: 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: total amount taken from your merchant account

    • 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

  7. Click/tap View Transaction to see information about the original transaction.

    view_transaction_web_2x.png

  8. Click/tap View Customer Profile to see customer details.

    customer_profile_web_2x.png

  9. Click/tap View Submitted Document to see the rebuttal document with the information provided by your business and Vagaro.

    view_submitted_document_web_2x.png

    This PDF may include:

    • Files you uploaded in the rebuttal process

    • Payment/deposit receipt

    • Cancellation policy

    • Refund policy

    • Related form(s)

    • Customer appointment history

    • Screenshots for

How to Dispute/Accept a Chargeback

  1. Vagaro Pro: navigate to More → Credit Card Processing.

    Vagaro.com: hover over your profile, then click Merchant Accounts.

    cc_processing.png
    hover_profile_web_2x.png

    Note

    You will also receive an alert for chargebacks in Notifications. Click/tap View and Respond to see details.

    notification_web_2x.png

  2. Click/tap Chargebacks.

    click_chargeback_web_2x.png

  3. Set a date range and click/tap Apply.

    calendar_apply_web_2x.png

  4. In the Pending tab, click/tap View & Respond for the chargeback you want to view.

    view_and_respond_web_2x.png

  5. Click/tap Accept as a Refund if no other action is required. The status will change to Refunded in the Submitted/Closed tab.

    accept_refund_web_2x.png

  6. If you want to submit a rebuttal, upload any evidence that provides more information about the chargeback.

    drop_files_web_2x.png

    To increase your chance of winning the 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.

  7. Write a statement for why you believe the chargeback is not valid.

    enter_text_web_2x.png

  8. Click/tap View Rebuttal Document.

    rebuttal_document_web_2x.png

    A PDF file will be created with files from Vagaro and your business. This document may include:

    • Files you uploaded in the rebuttal process

    • Payment/deposit receipt

    • Cancellation policy

    • Refund policy

    • Related form(s)

    • Customer appointment history

    • Online deposit and checkout screenshots that are in Vagaro

  9. Click/tap Submit Rebuttal.

    submit_rebuttal_web_2x.png

    If you submit a rebuttal without a statement, a warning will display. If you still want to submit, click/tap Submit.

    submit_reubuttal_no_statement_web_2x.png

  10. Click/tap OK.

    click_ok_web_2x.png

    The chargeback will now display on the Submitted/Closed tab with a status of Submitted. The customer's bank has 90 days to review your case. If you win, the status will change to Won. If you lose, the status will change to Lost.

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