Stop chargebacks on site: photos, signatures and payment flows that protect your jobs

Category: Finance & Tax Niche: chargebacks, disputes, card readers, evidence, SCA, workflows

Contents

• Quick answer
• Why this matters now
• The on-site evidence workflow
• Payment flows that reduce disputes
• Set up your card reader correctly
• Policies and scripts to use with customers
• What to send if you get a dispute
• FAQs

Quick answer

To cut chargebacks, standardise three things on every job:

1. Photos before, during and after with timestamps and addresses.
2. Customer sign-off on a job sheet that lists the work and any variations.
3. Take card payment with Strong Customer Authentication (3D Secure where possible) and issue a detailed receipt immediately.

This package of evidence wins most genuine disputes and deters “friendly fraud.” See UK guidance from Citizens Advice, Visa and UK Finance.

Why this matters now

• Rising “item not as described” and “service not provided” claims hit trades with mobile work and one-off clients. Visa’s new Compelling Evidence 3.0 aims to curb friendly fraud but you still need good records. See Visa’s update on small business protections and CE 3.0 framework here.
• Offline card payments increase risk. If you take payments without a live connection, you carry more liability. Square, Stripe and SumUp all warn the merchant bears risk for offline transactions. Check provider docs: Square Offline Payments, Stripe Terminal offline overview, SumUp terms.

Related reading in the Academy:

• Card machine says no signal? How to take payments offline on site
• 6 photo protocol for site evidence: what to photograph for snagging and disputes

The on-site evidence workflow

Aim: make it effortless for your engineers to collect the right evidence every time.

• Photos

  • Before: site condition, meter/serials, existing faults.
  • During: key stages, removed parts, hidden work.
  • After: finished job, readings, test certificates.
  • Tips: enable location and time in camera settings; store to a job folder automatically. Try our guide to auto-file WhatsApp photos to Google Drive job folders.

• Job sheet and signature

  • Use a simple digital job sheet. Include work done, parts used, any variations agreed, start/finish times, and a customer-facing line “I confirm work completed as described.”
  • Capture a name, signature, and how you verified identity (e.g., asked for name and email, matched to booking).

• Receipts

  • Email or WhatsApp a VAT receipt immediately. Ensure it shows your trading name (matching card descriptor), job number, site address, itemised work, and your refund policy.

• File naming and storage

  • Create one folder per job: JOB-2025-09-28-1234-Smith-St.
  • Subfolders: 01-before, 02-during, 03-after, 04-paperwork, 05-payment.

Payment flows that reduce disputes

• Prefer authenticated payments

  • Where possible use 3D Secure links/invoices for deposits or larger balances. In the UK, 3DS can shift liability to the issuer if the cardholder authenticates. See Stripe 3D Secure.

• Take payment at the right time

  • For call-outs and small jobs: take card on site after signature and photos.
  • For higher-value works: take a deposit via online invoice with 3DS before mobilisation; collect balance on completion with in-person chip and PIN.

• Avoid risky offline where you can

  • If you must go offline, set a low per-transaction cap and use chip and PIN rather than contactless. Upload as soon as you’re back online. See Square offline time limits and Stripe Terminal offline notes.

• Make your descriptor clear

  • Ensure your bank descriptor matches your trading name and is shown on receipts so customers recognise the charge.

Set up your card reader correctly

• Square

  • Offline supported with limits and no Tap to Pay offline. See Square offline guide.

• Stripe

  • Tap to Pay on iPhone does not work offline. Use Stripe Terminal readers for offline chip and PIN if needed. See Stripe reader comparison and offline overview.

• SumUp

  • Offers an offline session but merchant bears risk; test carefully and reconcile quickly. See SumUp payment terms.

• Zettle

  • No offline card acceptance. Plan a connectivity fallback.

Also see our connectivity guides:

• Starlink for building sites: setup, power from a van, best plans and CCTV tips

Policies and scripts

• On-site payment policy (put on your website and in quotes)

  • Payment is taken on completion by card or bank transfer. Card receipts include job number, site address and work details.
  • Changes or extras are agreed in writing before work continues.
  • Refunds: if there’s an issue, contact us within 48 hours so we can rectify. Chargebacks delay resolution.

• Script to use on completion

  • “I’ve added the completion photos and your job sheet. If you can sign here to confirm work done, I’ll take payment by card now and send your receipt.”

• Descriptor reminder

  • “Your statement will show ‘ABC Heating Ltd 01234 567890’. If you have any questions just reply to the receipt.”

What to send if you get a dispute

Prepare a single PDF bundle. Include:

• Booking confirmation with address and date.
• Signed job sheet with customer name.
• Before/during/after photos with timestamps and site address metadata.
• Messages/emails confirming variations or satisfaction.
• Copy of receipt, refund policy, and your trading name descriptor.

Guidance and portals: Stripe disputes, Square disputes, consumer context from Citizens Advice, and UK Finance overview of Section 75 vs chargeback.

FAQs

• Does 3D Secure stop all chargebacks?

  • No. It can shift liability for certain fraud claims, but not for quality disputes or “service not provided.” Always keep job evidence. See Stripe 3DS.

• What offline payment limits should I set?

  • Keep them low, for example 50 to 150 pounds per transaction and upload within hours. Check your provider’s limits and expiry windows. See Square offline limits.

• Is a signature on its own enough?

  • No. Pair it with clear photos, an itemised job sheet, and a receipt with your descriptor.

• Debit card vs credit card disputes?

  • The consumer route differs (chargeback vs Section 75 on credit cards), but your defence is the same: clear evidence of work done as described. See UK Finance.

• Can Tap to Pay on iPhone work offline?

  • No. Stripe’s Tap to Pay and similar phone-only options require connectivity. Plan a backup reader if you work in low-signal spots. See Stripe reader comparison.

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