Lost a Dispute Despite Customer's Lies – Need Advice for SaaS Disputes
Hey Redditors,
I’m running a SaaS business, and I just lost a dispute in a situation that feels incredibly unfair. I’m hoping you can help me figure out how to prevent this from happening again.
Here’s what happened:
A customer used our premium service for almost two months. After 26 days into her second billing cycle, she finally canceled her subscription. However, she later filed a dispute, claiming she had canceled on the first day of the subscription and was charged again unfairly.
The frustrating part? Here’s what I submitted as evidence:
- Chat transcripts where the customer admitted to using the service for two months.
- Proof of services rendered, showing all the services we performed for her.
- Logs proving she only canceled her subscription an hour before filing the dispute—26 days into the current billing cycle.
Despite all this evidence, the dispute was still decided in the customer’s favor. I’m genuinely confused about how this is possible. How can someone lie so blatantly, provide zero evidence on their end, and still win?
For those of you running SaaS businesses:
- Have you faced similar issues?
- Is there something I should add to my terms of service or processes to better protect myself?
- Are there specific steps or evidence you’ve used to win disputes in Stripe (or similar platforms) that I might be missing?
This feels absurd, and I’d really appreciate any tips or insights you can share to prevent future situations like this.
Thanks in advance for your help!