Disputes and chargebacks: what happens and how to respond.

When a customer asks their bank to reverse a card payment, the dispute appears on the Disputes tab of Payments with the date to respond by. JobField pre-fills the evidence from the job, so you can respond in a few minutes.

Steps

1. Open Payments in the menu and choose the Disputes tab. A new dispute reads Needs response with the amount, the reason the bank gave and the date to respond by.
2. Press Review & respond. The Respond with evidence form opens, filled in from the job: Customer name, Customer email, Service date, Billing address, the service provided and a Statement to the bank.
3. Check every field. In the statement, describe in words what shows the work was done and agreed: the customer's signature on the job, the approved estimate, the texts you exchanged. The form takes text only, so photos and files cannot be attached.
4. Tick the box confirming the information is true and accurate.
5. Press Submit evidence to bank. Evidence can be submitted once and cannot be changed afterwards. The status then reads Under review, and later Won or Lost.

Good to know

Who is told. Owners and dispatchers with notifications on get a push that reads Payment dispute opened. There is no email.

What is at stake. The disputed amount depends on the bank's decision. If the date to respond by passes with no evidence, the customer's bank decides without your side.

What the customer sees. Nothing from JobField. The dispute runs between the customer and their bank.

Heading it off. Many disputes start with a charge the customer did not recognize. Keep the Statement descriptor under Settings → Payments close to your business name and send a receipt with every payment.

Only an owner, an admin or a dispatcher can respond. When the tab reads No disputes, there is nothing to do.