When a customer disputes a charge
A dispute — a chargeback — means the customer went to their card company instead of coming to you. Stripe notifies you and gives you a window to respond with evidence.
The evidence you already have
Your service record for that visit is timestamped, and it’s exactly the proof card networks look for:
- Arrival and departure photos
- Water chemistry readings
- The chemicals added
Attach it to the dispute.
Where it happens
In your Stripe dashboard. It’s your account, your money, and your relationship with Stripe. PoolHelm never holds the funds, so it can’t move them back.
A dispute reverses a referral credit, the same way a full refund does. A partial refund doesn’t.
This one costs money. Stripe gives you a window to respond. PoolHelm puts that deadline in your morning briefing so it can't quietly pass while you're out on a route — answer it there.
See also: “What’s in your service report” (Collection 9), which is what your customer received as proof.