Refunds, disputes, and chargebacks
Even great businesses issue refunds and occasionally face disputes. Handling them quickly and professionally protects your reputation and your processor account.
Issue a refund
Payments → Transactions → find the original payment
Click "Refund"
Choose: full refund or partial refund (with amount)
Optional: add reason / note (internal only)
Submit - funds return to the customer's original payment method within 5–10 business days
Customer receives an email confirmation
Refund timing limits
Stripe: refunds possible for up to 180 days from original charge
Beyond 180 days: must issue refund through manual ACH or check (outside Intellivizz CRM)
Refunds always go to the original card - you can't refund to a different card
Disputes (chargebacks)
A dispute happens when a customer contacts their bank to challenge a charge instead of asking you for a refund. Disputes cost money even if you win them.
Your processor charges a dispute fee ($15–25 per dispute, win or lose)
Excessive disputes (above 1% of transactions) trigger processor review and potential account termination
Best defense: respond to disputes within 7 days with evidence (screenshots of agreement, delivery confirmation, communication)
Reduce dispute risk
Clear billing descriptors: your charges should appear on customer statements with a recognizable name (your business name, not a payment processor's)
Receipts and confirmations: always email receipts after charges - prevents "I don't recognize this" disputes
Easy refund process: make refund requests easy - most customers prefer to email you over going to the bank
Subscription transparency: send pre-billing reminders before annual renewals; cancellation should be self-service
WARNING — Don't fight disputes you can't win
If a customer claims a service wasn't delivered and you don't have proof of delivery (signed receipt, delivery photo, completed appointment record), you'll lose. Better to refund quickly and avoid the dispute fee + reputational damage. Save your dispute fights for cases where you have iron-clad evidence.
