Payment Disputes

A dispute (also known as a chargeback) occurs when a client (i.e. cardholder) contacts their bank or credit card company to question or reverse a charge from your business on their credit card.

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Understanding the timeline of a dispute & your options

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Here is a summary that outlines the timeline of a dispute and your options:

1. The client (i.e. cardholder) contacts their bank or credit card company to question or reverse a charge from your business on their credit card.

2. The client’s bank or credit card company will immediately reverse the charge and withdraw the funds from your payment account. The client’s bank or credit card company will also charge you a dispute fee and withdraw that fee from your payment account. This dispute fee does not come from the Mangomint team (we do not determine or control this fee).

3. The Mangomint team will contact you directly through chat support to guide you through your dispute options. You can decide to accept the dispute and allow the client to keep the funds, or fight the dispute (most common). You will have two weeks to let the Mangomint team know whether you would like to accept or fight the dispute. If you do not let us know within two weeks how you would like to proceed, you will automatically lose the dispute, and the client will keep the funds. This outcome is final.

4. If you choose to fight the dispute, the Mangomint team will work with you to gather evidence and build a strong case that can help increase your chance of winning the dispute.

5. If you chose to fight the dispute, the client’s bank or credit card company will review your evidence and determine the outcome of the dispute within several weeks.

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Gathering evidence to fight a dispute

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If you choose to fight a dispute, the Mangomint team will work with you to gather evidence and build a strong case that can help increase your chance of winning the dispute. Because banks and credit card companies often default to protecting their cardholders, the more detailed evidence you can provide, the better your chance of winning the dispute.

Evidence that can help you win a dispute includes:

• Documentation stored in Mangomint, including policies, appointment records, communication history, receipts, etc. The Mangomint team will help you gather this information.

• Printed and signed documentation, including credit card receipts, service agreements, and contracts.

• Screenshots of client communication history before and after the service, including texts and emails that may have been sent outside of Mangomint.

• Photos, videos, and security camera footage of the service being provided.

• Proof that the cardholder was the person who received the service.

• A written statement from you explaining the charges and describing the situation, including the timeline of events.

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Determining the outcome of a dispute

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If you choose to fight a dispute, the client’s bank or credit card company will review your evidence and determine the outcome of the dispute within several weeks.

While we will always advocate for you, if the client’s bank or credit card company determines you’ve lost the dispute, their decision is final. Whether you win or lose a dispute, the client’s bank or credit card company’s dispute fee is non-refundable and will not be returned to you.

The outcome of a dispute is always final. This means that once an outcome is decided, it cannot be changed.

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Protecting your revenue from disputes

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While there is no way to entirely prevent disputes, here are some steps you can take to help protect your revenue from disputes and ensure you have strong evidence to fight disputes if they occur:

• Require clients to agree to your cancellation policy. If clients will be charged for no-shows and cancellations, make sure that is clearly stated in your cancellation policy. If you allow clients to cancel their own appointments (i.e. self-cancellations), we recommend ensuring your self-cancellation settings match what is stated in your cancellation policy.

• Require clients to sign documentation for large transactions.

• Collect credit card payments in person instead of online or with a credit card on file. Transactions where a card is used in person are less likely to be disputed than transactions where a card is not used in person.

• Process refunds in a timely manner. We recommend refunding to the client's original payment method to help minimize the risk of a dispute.

• Cancel recurring payments (such as memberships) in a timely manner according to the cancellation date requested by the client.

The following resources are also available:

• Best Practices: Credit Card Payments

• How to recognize and prevent fraud with online sales

If you have any questions about disputes, please reach out to chat support. We are always here to help you.