Introduction

Regardless of which payment processor a business uses, the best way to handle a chargeback is to prevent it from happening in the first place. The practices below reduce the chances a customer contacts their bank instead of contacting you directly.

Best Practices

• Keep your statement descriptor clear and recognizable. Charges that don't obviously show your business name are a common reason customers dispute a charge instead of asking about it first. Statement descriptors are set up differently depending on whether you use Stripe or CardConnect. For more information, see the "Why disputes happen" section on either Gingr Payments Chargebacks & Disputes (Reference) or CardConnect Chargebacks & Disputes (Reference).
• Talk to your customer first. A dispute is ultimately a disagreement or misunderstanding between your business and your customer. Reaching out directly is often the fastest way to resolve it.
• Respond to refund requests quickly. Customers are more likely to escalate to their bank if a refund request goes unanswered or takes too long.
• Keep clear records. Gingr's invoice history, reservation records, check-in/check-out logs, and signed waivers/agreements all help support a response if a dispute is ever filed—regardless of processor.
• Communicate cancellation and no-show policies clearly at booking. Ambiguous policies are a frequent source of disputes. For more information, see Set Up Cancellation Reasons (How To).

Related Resources

• Gingr Payments Chargebacks & Disputes (Reference)
• CardConnect Chargebacks & Disputes (Reference)
• Accounts & Details (Reference)