A chargeback happens when a client disputes a transaction on their account and asks their bank to issue a refund.
When a chargeback is raised, the transaction is refunded to the cardholder while the dispute is being reviewed. Defending a dispute can be a complicated process that includes penalty fees for Fresha imposed by the card scheme (Mastercard, VISA, American Express, etc), regardless of the outcome. If the outcome favours your client, Fresha will pass the card issuer's fee onto you.
NOTE: Fresha does not charge partners any fees for receiving a chargeback on your account. While Fresha does pay a penalty fee for every dispute that's raised against your account, we won’t ask you to cover the cost.
Depending on the type of chargeback raised, we may ask you to provide us with one or more of the following:
- Before and after pictures of the services they received
- Any interaction with the client outside of Fresha. For example, text messages and email chains.
- CCTV footage of the client entering or leaving the venue
NOTE: We don’t raise chargeback inquiries for all disputes, just for those we need more information about. If you fail to reply to our chargeback inquiry within the specified timeframe, we won’t have sufficient evidence to defend the chargeback and will have no choice but to pass on the service amount to you.
NOTE: The arbitration process can take anywhere from 90 days to 365 days. If the outcome favours your client, Fresha will pass the card issuer's fee onto you.