Dispute Best Practices - Disputing a deposit

When a customer initiates a dispute on a non-refundable deposit, it can be especially frustrating. Unfortunately it happens more often than you would expect. Here are some best practices for winning that dispute:

1) Make sure your deposit policy is clearly posted on your online booking site. This is set up by default by Goldie, but if you make any changes to the policy, make sure it is still clear that deposits are non-refundable.

2) Save customer communications. Disputes are more often won when there is proof of conversation, especially if that conversation includes references to the cancellation policy.

3) Offer to move the appointment. Sometimes customers' schedules get complicated and they cannot show up at the booked time. If you offer to give them another appointment time and use that deposit towards the new time, you are more likely to win the dispute. Similar to number two, make sure you have this offer in writing over email or text message and can submit as evidence.

There is no guarantee that a dispute will be won, but if you are able to provide these three pieces of evidence, we have found it much more likely.

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