When a client disputes a charge — a chargeback — the card issuer temporarily reverses the payment and asks you for evidence that the charge was valid. If you don't respond in time or your evidence is weak, you lose the money and possibly face fees. Here's what happens and how to respond.
What Happens in a Chargeback
- Client contacts their bank and says they didn't authorize the charge, didn't receive the service, or the service wasn't as described.
- The bank debits your account (or your processor's) for the disputed amount and may charge you a chargeback fee.
- You receive a request for evidence — usually through your payment processor — with a deadline (often 7–21 days).
- You submit evidence — invoice, contract, proof of delivery or completion, and any communication.
- The bank decides — they may side with the cardholder or with you. If they side with you, the funds are returned.
What Evidence to Submit
- Signed contract or written agreement showing scope and price
- Invoice with date, amount, and description of work
- Proof of completion — the single most persuasive evidence is timestamped photos showing the work was done: before, during, and after. Photos with date, time, and location are hard to argue with.
- Communication — texts or emails showing the client approved scope, acknowledged completion, or agreed to pay
TimeFotos gives you address-based job workspaces with automatic timestamps on every photo. When a dispute hits, you export or share a clear, dated photo report that shows exactly what was done and when.
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Respond by the Deadline
Missing the deadline usually means an automatic loss. As soon as you get the chargeback notice, gather your evidence and submit it through the channel your processor specifies.
Bottom Line
When a client disputes payment, you have a short window to submit evidence. Timestamped job photos that prove completion are among the strongest evidence you can provide. Document every job from start to finish so you're ready if a dispute happens.