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How to defend your revenue against chargebacks
How to defend your revenue against chargebacks

Have you received notification from Stripe of a chargeback?

Phoebe Davis avatar
Written by Phoebe Davis
Updated over a week ago

Chargebacks happen across all industries and we're sorry you have had to experience one.

Slick are here to help you secure your payment and defend your salon against fraudulent chargebacks. Follow our top tips here to best defend the payment made to you.

Before a chargeback occurs

  • Ensure that your cancellation and no show policy is communicated. Slick will show your policy to all clients booking online so make sure your most recent policy is added from 'online booking, E-vouchers and payments". Find out more on how to do that here!
    We also advise that you share your policy as a bolt on to your reminder to ensure visibility to all clients. As well as this, you should share your cancellation policy on all socials and make sure you have a printed copy visible in the salon!

    Check out our cancellation policy templates here to ensure yours is protecting your business the best it can.

  • Make sure your reminders are enabled to give all clients a warning of their upcoming appointment. These are included free on all Slick subscriptions so just make sure yours are enabled from clients and marketing - reminders!

    You can also enable digital appointment cards to send an automatic sms to clients when they book in salon. Also, remember, all clients are sent a confirmation email when booking online!

After a chargeback has occurred

  • Contact the client via phone. In a lot of cases these chargebacks are not intentionally fraud, they are simply not recognised charges. For this reason, we advise gently approaching the client to ask them about the circumstances and explaining the reason for the charge.
    If you do not get the desired outcome from this initial contact, we advise following up with an email or sms to explain the situation.

  • Should your outreach methods be unsuccessful then please submit evidence here - Please submit this no later than 7 days after notification of the chargeback.
    All information required by Stripe is included in the Typeform but please prepare screenshots of client communications, cancellation policies and details of the booking itself.

Unfortunately the team at Slick cannot be proactively involved in resolving the chargeback with your client on your behalf. However, we are more than happy to offer advice on how best to approach each individual situation. Please note - Slick cannot take responsibility for fraudulent chargebacks and any loss to revenue incurred by client disputes.

Once you have submitted evidence, there is no further action needed from you. Our team will ensure this is submitted to Stripe and the client's bank for assessment.

Once a resolution has been reached the Customer Support team will notify you of the outcome. Please note, some chargeback cases can take up to 3 months to be assessed by the client bank and a decision to be made.

If you have further questions that haven't been answered in this article then please reach out to us on Live Chat via the chat bubble in the bottom right corner!

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