A payment dispute can begin when a client does not recognize a charge, disagrees with a fee, or questions the service they received.
Clear payment terms and accurate records can reduce confusion and help you respond if a dispute occurs. These habits cannot prevent every dispute or guarantee the bank’s decision.
Explain charges before taking payment
Charge | What to explain and keep |
Deposit | The amount, what it reserves, whether it applies to the final balance, and the cancellation or refund terms. |
No-show or late-cancellation fee | The deadline, fee amount or calculation, and when the fee applies. Keep the client’s acceptance of the terms. |
Extra services or changes | The price of add-ons, extra care, or service changes. Keep the client’s approval before charging. |
Membership renewal | The recurring amount, billing frequency, renewal terms, and how to request cancellation. |
Refund or service credit | What you agreed to return, the amount, the payment method or credit offered, and the expected next step. |
Keep the version of the policy that the client accepted. A policy added after the payment does not show that the client agreed to it beforehand.
Make each payment easy to recognize
Use a business name on card statements that clients can recognize. Contact Support if you need help checking your statement descriptor.
Send a receipt for each payment, including deposits and separate fees.
Explain how a deposit and final balance relate to the total price.
Tell the client about an agreed charge before taking it, especially when charging a saved card after the appointment.
For example, if a grooming service costs $90 and the client paid a $30 deposit, show that the remaining payment is $60. Keep both receipts.
Keep records of the service
Record the appointment or stay dates and check-in/out times.
Keep care notes and relevant photos for grooming, boarding, or daycare.
Record approved service changes and the related price.
Keep messages about cancellations, complaints, service concerns, and agreed resolutions.
For membership charges, keep the recurring-billing agreement and cancellation timeline.
⚠️ Important: Keep client profiles and supporting records while a dispute is open. Deleting them can remove evidence you need for your response.
Handle questions and complaints promptly
Review the payment with the client: Confirm which charge they are asking about.
Explain what the payment covered: Use the receipt and agreed terms.
Record the agreed next step: Keep messages about a correction, refund, service credit, or follow-up.
Check for an open dispute before refunding: Contact Support if the payment is already disputed.
A calm explanation can help clarify a misunderstanding. If the client has already contacted their bank, continue to monitor the case and its response deadline. A conversation with the client does not close the bank’s case.
Give your team a clear routine
Choose a team member to check disputes and record deadlines.
Arrange backup coverage when that person is away.
Keep agreements, receipts, and care records organized so the team can find them.
Set a clear rule for who can delete client or appointment records.
Review the reasons behind disputes to identify unclear policies or recurring billing questions.
When a case appears, start with How to view and track disputes, then use How to prepare and submit dispute evidence to prepare your response.