This applies to payments taken by card through Stripe. Payments you recorded yourself, like cash or a check, are between you and the customer: fix them with Mark unpaid or Void on the invoice.
A refund
Refund the payment in your Stripe dashboard. Zome doesn't refund cards for you. When Stripe refunds a payment, Activity shows "A card payment was refunded" with the amount. The invoice details say "Paid by card through Stripe. Refunds and payouts are in your Stripe dashboard."
A dispute (chargeback)
A dispute is when the customer asks their bank to reverse a payment.
- Activity shows "A customer disputed a card payment of (amount)", and points you to your Stripe dashboard. The Zome team is told too.
- Open Stripe, find the dispute and read its due date.
- Respond in Stripe with your evidence: the estimate they accepted, the invoice, your messages and job photos.
Zome changes nothing on the invoice. It keeps its status, and the outcome is decided by Stripe and the bank.
Keep good records
Zome keeps the estimate, acceptance, invoice, messages and job history together on the customer's page. Export them if you need them. See Add, import and export customers.
Zome's own plan
For refunds of your Zome plan, see Cancel, refunds and the 30-day money-back.