Stop chargebacks on site: photos, signatures and payment flows that protect your jobs featured image
Finance & Tax

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

TrainAR Team 29 days ago 5 min read

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

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

Tradesperson taking card payment on site with evidence workflow overlay

Contents

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:

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

  • 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

  • Stripe

  • 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:

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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