For field service businesses that take card payments on-site, chargebacks can be a serious and frustrating problem. A customer can approve the payment, the team completes the job, and days or even weeks later, the funds are suddenly reversed. The reason? The customer has disputed the transaction with their bank — claiming the service wasn’t delivered as described or that they didn’t authorise the charge.
Unlike a simple refund, a chargeback involves the bank forcibly reclaiming the money, often with added fees. Too many chargebacks can damage your company’s reputation and even risk your ability to process card payments.
The good news is that most chargebacks are preventable. With clear communication, solid proof of work, and secure payment practices, your business can protect itself against unfair disputes.
1. Understand Why Chargebacks Happen
Chargebacks occur for three main reasons :
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Customer disputes or misunderstandings — for example, a client claims the service wasn’t completed properly or doesn’t recognise your company name on their statement (known as friendly fraud).
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Merchant error — such as incorrect billing, delayed work, or missing paperwork.
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True fraud — when a stolen or unauthorised card is used.
Example:
A property maintenance firm completes a fence repair for £400. Two weeks later, the homeowner files a chargeback claiming “work not completed”. The technician remembers the job but has no photos, no signature, and no job notes saved. With no proof, the business loses both the payment and the material costs.
Prevention steps:
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Store every job’s details — before-and-after photos, customer signatures, and notes — in Fieldmotion.
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Ensure your business name and contact number appear clearly on payment receipts so clients recognise transactions.
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If a job is delayed or changed, update the customer in writing (SMS or email). Clear communication prevents most disputes before they start.
2. Make Your Policies and Paperwork Clear
Unclear terms are one of the most common triggers for chargebacks. Customers sometimes dispute payments simply because they didn’t understand your refund or warranty policy .
Example:
A plumbing company repairs a leak and takes payment immediately. The next day, the customer claims the problem returned and refuses to pay for a second visit, filing a chargeback instead.
The company didn’t have a written service policy stating that return visits caused by new issues would be chargeable.
Prevention steps:
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Create a simple digital service agreement outlining your terms, including how follow-up visits or partial reworks are handled.
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Ask customers to sign off on completion and satisfaction using Fieldmotion’s digital signature tool.
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Display your refund and complaint policy on invoices, quotes, and emails. If your customer knows where to find help, they’re less likely to go straight to their bank.
A clear refund or return policy doesn’t just protect your finances — it demonstrates professionalism and transparency.
3. Collect Evidence for Every Job
When a chargeback happens, the business that provides the strongest evidence usually wins . For service companies, proof of completion is your most powerful defence.
Example:
An air conditioning engineer replaces a unit in a hotel. Two weeks later, the finance department disputes the payment, claiming no proof of installation. The engineer can quickly share timestamped photos and a signed job sheet from Fieldmotion, showing the work completed. The bank rules in their favour, and the funds are returned.
Prevention steps:
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Always take before-and-after photos of your work — especially for jobs where quality or visibility could be questioned (e.g. roofing, landscaping, repairs).
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Upload photos and notes to the job record in Fieldmotion immediately after finishing.
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Capture customer signatures or approval messages before leaving site.
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Include these records in your invoices and attach them when disputing any chargeback.
Evidence turns an opinion-based dispute into a fact-based decision.
4. Train Your Team to Capture Proof Consistently
Even one missed photo or unsigned report can cost hundreds in lost revenue. Make sure every technician understands that documentation isn’t optional — it’s part of the job.
Example:
An electrical contractor loses two payments in a month because junior technicians forgot to collect customer signatures. The company then introduces a checklist in Fieldmotion:
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Take at least two clear photos (before and after).
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Record customer name and signature.
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Add a brief completion note.
Within a few weeks, disputes drop to zero.
Prevention steps:
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Build photo-taking and signature collection into your job workflow.
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Audit jobs weekly to ensure consistency.
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Reward accuracy — for instance, acknowledge technicians who maintain perfect job documentation.
When your team knows that “no photo, no proof” is the rule, compliance becomes habit.
5. Keep Your Payment Processes Secure
A surprising number of chargebacks stem from basic payment errors — using outdated readers, accepting cards without verification, or rushing through the transaction process. The right systems and habits can eliminate most of these problems .
Example:
A pest control company accepts card payments in the field using an old magnetic swipe terminal. One customer later disputes the transaction, claiming it wasn’t authorised. Because the payment wasn’t processed with chip-and-pin verification, the liability automatically falls on the business.
Prevention steps:
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Use modern, PCI-compliant card readers or mobile payment apps with encryption.
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Never process a payment twice if it’s declined — this can look suspicious to banks.
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Check card details and expiry dates carefully.
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Confirm the customer’s identity when possible, especially for high-value jobs.
Secure systems not only reduce chargeback risk but also show professionalism and protect your company’s reputation.
6. Respond Quickly and Professionally to Disputes
Even with the best precautions, disputes can still happen. How you respond determines whether you win or lose the case .
Example:
A facilities management firm receives notice that a client has disputed a £1,200 maintenance charge. The manager immediately compiles their case:
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Job report signed digitally by the client.
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Time-stamped before-and-after photos.
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Email confirming the job was completed.
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Copy of the original invoice.
They submit all evidence through their payment processor within 48 hours. The bank rules in their favour, reversing the chargeback and refunding the money.
Prevention steps:
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Act fast. Most processors give you 7–14 days to respond.
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Provide organised, factual evidence — photos, notes, communication logs, signatures, and receipts.
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Keep your tone professional and factual. Avoid frustration or emotion.
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If appropriate, reach out to the customer directly to resolve the issue before it escalates.
A clear, prompt response often convinces banks that your business operates transparently and professionally.
7. Use Fieldmotion to Reduce Chargeback Risk
The best defence against chargebacks is accurate, accessible job data — and that’s exactly what Fieldmotion provides. Every piece of information stored in the platform builds your evidence base:
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Photos prove the job was completed to standard.
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Digital signatures confirm customer approval.
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Job notes record communication and any agreed changes.
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Invoices and timestamps create a clear payment trail.
Example:
A landscaping company completes a large commercial contract. The client later disputes one of several staged payments. Because each visit was recorded with photos, signatures, and timestamps in Fieldmotion, the manager provides a single PDF export of the work history. The evidence is so clear that the dispute is dropped before reaching arbitration.
Fieldmotion turns your normal job records into legal-grade evidence — protecting your business from costly, time-consuming chargeback claims.
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See how Fieldmotion helps field service teams manage jobs, schedule staff, create invoices, and communicate with customers — all from one easy-to-use system.
Build a Business That’s Chargeback-Proof
Chargebacks are frustrating, but they don’t have to be inevitable. In field service work, the best prevention is simple: clarity, communication, and proof.
By documenting every job carefully, setting clear expectations with customers, and using secure payment processes, you can protect your business and your revenue.
Make photo capture, digital sign-off, and proper record-keeping part of your daily workflow. Those few extra minutes on-site could save you hundreds of pounds in lost income and bank fees later.
Tip: Use Fieldmotion to store your photos, notes, and customer signatures together with every job record — giving you all the evidence you need if a payment is ever challenged. Book a free demo with our team to learn more.
