How to prevent payment disputes

The best strategy for chargebacks is to make sure clients never need to open one. We know a payment dispute is a stressful situation - here are proven ways to avoid it.

Communication is key

Most chargebacks result from a lack of communication. A client who cannot reach you is more likely to go to their bank.

• Reply to messages quickly - ideally within 1-2 hours, especially before a visit
• Enable automatic confirmations - the client should get an email right after booking
• Inform about changes - if you change the room or equipment, notify the client immediately

Accurate listing description

A client who gets exactly what they expected will not open a dispute.

• Up-to-date photos - show the room as it really is, not as it was a year ago
• Honest description - do not exaggerate equipment descriptions. It is better to pleasantly surprise than to disappoint
• Clear equipment list - clearly mark what is included in the price and what costs extra

Flexible policy

Marta runs a podcast studio. A client wrote that they needed to cancel the visit a day before - even though the free cancellation deadline had already passed. Marta offered to reschedule instead of cancelling. The client came a week later and left a 5-star review.

• Propose solutions - rescheduling, room change, partial refund
• A quick refund is cheaper than a chargeback - even a partial refund resolves things more cheaply

Document sessions

• Use checklists - check-in and check-out confirm that the client used the room
• Keep messages - all communication in Booquela is archived automatically
• Note problems - if something went wrong during a visit, record it in the booking notes

Recognize warning signs

Red flags that a client may open a dispute:

• Expressed dissatisfaction but did not ask for a refund
• Not responding to your messages after your visit
• Left a negative review

In these situations, message the client and propose a solution before they decide on a chargeback.