When one of your customers disputes a payment made through Handoff, this creates a chargeback. Below, you’ll find step-by-step instructions on how to respond, what documentation to provide, and what to expect from the review process.
What Happens When a Chargeback is Filed
When a customer submits a chargeback, their bank automatically pulls the funds from your Handoff merchant account and issues a temporary credit to the customer while the case is under review.
These debited amounts will appear in your business account balance as a deduction.
How to Respond to a Chargeback in Handoff
1. Log Into Handoff
You can access your Handoff account through the desktop web app at app.handoff.ai or the mobile app.
2. Navigate to Settings
Click on the gear icon (⚙️) in the top navigation bar.
Select Finance & Payments from the menu.
3. Go to the Chargebacks Tab
Click the Chargebacks tab.
Locate the chargeback line item you wish to respond to.
4. Submit Your Evidence
Click Respond, then upload your supporting documentation.
Recommended evidence includes:
Signed proposals or contracts
Screenshots of text message or email correspondence
Copies of invoices or payment receipts
Proof of project completion (e.g., photos, delivery confirmations)
Once your evidence is uploaded, click Submit to send it to the reviewing bank.
What Happens After Submission
After your response is submitted:
Your documentation is sent to the bank.
The bank reviews both sides of the case.
A final decision is made within 50 business days.
If the decision is made in your favor, the funds will be returned to your account.
If the bank sides with the payer, the chargeback will remain.
Best Practices for Merchants
Always respond promptly to chargebacks to avoid automatic forfeiture. You only have a certain amount of time to respond to the chargeback.
Include clear documentation showing customer consent, communication, and delivery of services.
Maintain organized records of client transactions and signed agreements.