Learn what evidence you can collect in ClinicSense to respond to a chargeback.
Proof that the Client Booked Online
You can demonstrate that the client booked their appointment independently through your online booking page.
What you can submit:
- A screenshot of the appointment in your Calendar showing the timestamp of when the client booked online
Proof of Cancellation Policy Acceptance
When clients book online, they are required to check a box confirming they have read and agreed to your cancellation policy. If this box is not checked, the system does not allow the booking to be completed.
What you can submit:
- Screenshot of the booking modal showing the required checkbox
- Screenshot of your cancellation policy text (the link the client clicks)
- Screenshot showing what happens if the client tries to book without agreeing to the cancellation policy
Evidence for Appointments Not Booked Online
If the appointment was booked in person, by phone, or manually added:
- There is no automated acceptance of the cancellation policy
- There is no online booking timestamp
- A signed intake form containing your cancellation policy is the strongest form of proof
What to provide:
- Signed cancellation policy (if applicable)
- Written notes showing client communication
- Copy of the intake form (if policy included)
How to Prepare Your Dispute Response
When submitting to the bank, we recommend including the following:
- A brief written summary of your cancellation policy
- A screenshot of the appointment showing the date booked online
- A statement confirming that the client accepted the policy during the online booking
- Screenshots showing your policy in your booking notice
For a detailed step-by-step guide on how to challenge a payment dispute in Square, please refer to Square’s official walkthrough here: Manage payment disputes
Need Help?
If you receive a dispute and want help gathering your records, reach out to us at support@clinicsense.com, and we will assist you.