Why is a customer's payment showing as disputed?

If a customer queries a payment with their bank or card provider, the transaction will show as "Disputed" on the Payments page. This is also known as a chargeback. Disputes, or chargebacks, only apply to card and mobile wallet payments.

A customer may have disputed a payment if they don't recognise the payment descriptor or disagree with the amount charged.

What happens next?

Disputed transactions are automatically reversed by the card network, meaning the customer will be refunded. You'll also be charged a £20 fee by our payment processor.

If you believe the dispute is unwarranted, you can challenge it. We'll be happy to help you through the process. Tap Sid in the bottom-right corner of the app (or Ask Sid from the dashboard) and select Human attention from the menu. You'll need to provide us with as much evidence as possible, such as proof the job was carried out or that the price was agreed. Please note, our payment processor charges an additional £20 for countering a chargeback. However, this charge is refunded to you if you win. To learn more about disputes, see this article from our payment processor.

Steps you can take to reduce chargebacks

• Make sure you've personalised the payment descriptor to help customers associate the charge on their bank statement with you or your business.
• Make sure the "Job marked as done" notification is enabled so the customer knows when a job is complete and that payment is due. This is especially helpful if the customer is not on site when you do the work.