When you accept credit card payments, there’s always a risk that your client will dispute the validity of their purchase or simply not recognize the charge. Cardholders can initiate a payment dispute or a chargeback by asking their bank to reverse the charge. 

Unfortunately, HoneyBook doesn’t decide who wins or loses a dispute—that’s up to the bank that issued your customer’s credit card. However, our Disputes Resolution Team can help you make your case to your customer’s bank. Here’s how the process works:

Step 1: We notify you of the dispute

When your client initiates a dispute, their bank will contact us to get more information about the transaction. Then, we’ll reach out to you on the bank’s behalf to gather more information on the situation. In the email we send, we’ll include all the information about the dispute, as well as what information we need from you for this dispute.

Please note: the bank gives us a short time frame to submit your information to them, so the sooner you can respond with the requested information—more info on that below—the better!

Step 2: You send us your supporting documentation 

We’ll have you send us any relevant documentation you have that may help verify that the purchase occurred and products/services were provided. The bank will be looking for any evidence about the transaction to prove its validity—receipts, invoices, email correspondence, proof of delivery, photos, etc. The more evidence you can provide us, the better!

Please note: t
he bank gives us a short time frame to submit your information to them. If you aren’t able to send us your information within the allotted time, we’ll have to move forward and respond to the dispute using the information about the disputed transaction that we already have, such as Invoices and Contracts you’ve sent via HoneyBook. 

In the dispute email we send, read over the details of the dispute, paying attention to what your customer is claiming (including the reason and the amount disputed). This will help you determine which transaction is being disputed and which supporting evidence to send to us. To send us your evidence, please respond directly to this email.

Once you’ve sent your evidence our way, HoneyBook will handle sending the information to your client’s bank. 

From there, you have two ways to proceed:

Return the funds: If you'd rather not challenge the dispute, you can always return the funds from the transaction to your customer. To do this, we’ll need to recollect the funds from you, as we have already paid you for these funds.

Challenge the dispute: If you do want to challenge the dispute, we will collect the aforementioned supporting documentation from you before submitting to the customer’s bank. We may reach back out to you if we think the bank will need more information.

The documentation you send us should help us directly contradict the client’s claim. For example, a signed receipt alone would not be effective evidence to challenge a dispute in which the client claims the goods were not received. Their bank would need to see proof of delivery, as well.

Step 3: Wait for the bank to resolve the case.

As soon as you send us your information, we’ll forward it on to your client’s bank. It’s up to them to review the case, and it can take up to 60 days for them to inform us of their decision. We’ll notify you of the ruling by email as soon as we hear back.

If the bank resolves the case in your client’s favor, your client will receive the funds back on their credit card, and we will need to recollect the funds from you in order for that returned payment to process. Unfortunately, when the bank makes its decision, it is final. 

If the dispute is resolved in your favor, there will be no further action for you to take!

Want to learn more?

Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!

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