We understand how frustrating a lost chargeback can feel — especially when you believe the transaction was legitimate. This article explains how chargeback decisions are made and how to protect yourself against future chargebacks.
Who decides the outcome of a chargeback?
Chargeback disputes are decided entirely by the customer's issuing bank — the bank that issued their credit or debit card.
Once we've submitted your evidence, the customer's bank reviews the case and decides who receives the funds - the customer, or the business. Tab has no influence over this decision; once the evidence has been submitted, the outcome is out of our hands.
What do banks look at?
Banks review the evidence submitted by both sides and assess it against their own criteria. Compelling evidence typically includes booking confirmations, proof of the customer's attendance or check-in, signed terms and conditions, and any communication between you and the customer.
Compelling evidence is highly dependent on the reason for the chargeback. You can find more about which evidence to submit here.
Can the decision be reversed?
Once an issuing bank has ruled on a chargeback, that decision is final. There is no formal appeals process available to businesses.
This is one of the most difficult aspects of the chargeback process, and unfortunately, something that neither you nor we can change.
What can I do to protect myself in future?
Here are some ways to protect your business from fraud and disputes:
Check the customer's ID upon arrival, and make sure the name on the ID matches the name on the card — this is your strongest evidence in a fraud dispute.
Ensure you can contact the customer and cardholder directly (e.g. email, phone number)
Contact Tab if you have concerns about a customer's behaviour. This can include:
If the customer asks to be refunded to a different card or bank account
If the customer asks for an unusual payment arrangement - for example, asking you to make a payment to another business for them, or asking for someone else to make the payment for them
If the customer attempts to pay with multiple credit cards
Keep detailed copies of receipts, booking documents and proof of service.
Communicate clearly at point of sale — making sure the customer knows exactly what they're being charged and why, ideally confirmed in writing (e.g. a booking confirmation email).
Provide an easy way for customers to contact you for any product or service-related issues.
Proactively cancel and refund charges that are likely to be disputed, such as charges where the customer has already raised a complaint.