What to do when a client disputes a deposit

What a card network wants to see

In general terms, three things. That the customer saw the policy before the purchase. That they consented. That the service was delivered or that the customer breached the terms of the booking.

What to capture at booking

Every booking record needs the following, timestamped and tied to the customer's contact details.

• The policy version they saw, stored as text.
• An acceptance timestamp.
• The IP address of the booking.
• The email confirmation that includes the policy in the first few lines.

What to keep for 180 days

Your processor typically allows disputes for up to 120 days. Keep the booking record, the policy version at time of booking, the communication log, and any reminder text sent for at least 180 days.

Response structure

Do not write from scratch. Use these categories in every response.

• Statement of facts. Booking date, service, deposit amount, appointment time.
• Policy acceptance evidence. Timestamp, version, and channel.
• Communication log. Confirmation and reminder messages, with dates.
• Outcome. Whether the customer no-showed, canceled inside the window, or canceled outside.
• Requested resolution. What outcome you are asking the processor to confirm.

When to refund and move on

If the amount is small, the customer is a repeat, or the evidence is thin, a refund can cost less than the reputational and time cost of a public complaint. Set a threshold in advance so this decision is not made in the moment.

Preventing the next one

Three fixes cover most disputes.

• • The policy is visible on the booking page above the pay button.
• • Receipts include the policy in one plain-language line.
• • Self-service refund works inside the window without human involvement.