Documentation from the time of booking is part of what a chargeback response relies on: the customer accepting the policy on a page that ties the acceptance to their identity.
This guide is about the mechanics of capturing that documentation, keeping the record for the window your processor requires, and responding when a dispute lands. It does not claim any outcome for a specific dispute.
This is not legal or compliance advice. Confirm retention and dispute requirements with your payment processor, and follow their specific guidance for your business.
What a card network wants to see
In general terms, card networks typically look at whether the customer saw the policy before the purchase, whether they consented, and whether the service was delivered or the customer breached the terms of the booking. Exact requirements vary by network and processor, so confirm the current standard with yours.
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, and for how long
Dispute windows are set by your processor and the card networks, and they change. Verify the current window in your processor agreement, and get qualified legal advice for anything contested. Keep the booking record, the policy version at time of booking, the communication log, and any reminder text for a period you confirm with your processor.
Response structure
- Day 0Dispute filed by customer
- Day 1–7Gather booking and policy proof
- Day 7–10Submit response to processor
- Day 30–60Network issues decision
- Day 0Dispute filed by customer
- Day 1–7Gather booking and policy proof
- Day 7–10Submit response to processor
- Day 30–60Network issues decision
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 documentation gaps to inspect in your own booking and payment records.
- • 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.
Frequently asked questions
start here
Wire the mechanics that prevent the next dispute.
The Loop Audit checks your records and a test booking, then names the seam. Any module is prescribed after that, against a written scope.
No card, no sales call required. Report emailed to you.