A customer filed a dispute against us when we refused to preform unlimited hourly work for them on their website. The invoice that was clearly stated that the work being preformed was hourly. We can prove that we preformed the work through the customers written approval, screenshots, length of Zoom calls and extensive written correspondence. When the customer increased the scope and wanted us to do more work, we wrote we would need to send another invoice to cover the additional work. Then, in writing, the customer said if we did not complete the additional work, we would loose all the money ($950) that they paid because the would file a chargeback.
They filed a chargeback and they won.
How is this possible? My agency has never lost a chargeback claim in 7+ years (we have had less than 2 claims), we keep extensive clear records and do our best to always communicate well with our clients the pricing. I do not feel that the evidence was reviewed at all. They filed the chargeback through their credit card company (he literally said if we did not do additional work for free he would take back every bit of money he paid us. We also had in writing that he was very happy for the work we preformed). How can we appeal?
