ℹ️ A client disputing a payment with the reason Fraudulent does not mean that Jane believes you have committed fraud. In fact, this is often not the position of the client, either! The dispute reasons that card issuers can select from are quite limited, so sometimes they will categorize disputes as fraudulent even if that’s not exactly accurate. We always recommend reaching out to your client to try clarify why the dispute was filed, as sometimes there has simply been a misunderstanding. Please respond to the notification email you received from Jane if a discussion with your client reveals this to be the case so we can help with next steps!

Since the client is claiming that they do not recognize this charge or that it was processed without their knowledge, the evidence you provide to the bank will need to substantiate the payment’s validity and their knowledge of the upcoming payment. Here are some examples of supporting documentation:

• The receipt
• Any signed policies (this is especially important if the payment is for a late cancellation or no-show fee)
• Service documentation, such as chart notes (if your regulatory body allows for this)
• Any correspondence or communication between you and the client regarding the transaction
• If this was a physical product that was shipped, order details such as tracking and delivery information
• Any additional documentation or proof of purchase that can support the legitimacy of the transaction

📌 Please note that chargebacks are an ongoing risk of processing credit cards, there is an industry-wide average success rate of 30% for merchants, and Jane doesn’t control the outcome or bear responsibility for chargeback losses. Ultimately, the Account Owner is responsible to ensure a strong response is provided in time and with the understanding that success is not guaranteed.