Payments · Chargebacks & disputes
Chargebacks, without the panic.
Our payment partner runs the fraud checks, the account reviews and the whole dispute process with the card networks. CREW.INK keeps the booking, the chat, the signed paperwork and the receipt that go with a payment, so the record is there when a client's bank asks for it.
- 180Days a client's bank has to open a case
- 2Stages a case can go through: inquiry, dispute
- $15Dispute fee per case
Who handles what
Our payment partner
- Reviews every account.Each artist and studio is checked before they can take card payments.
- Watches for fraud.Payments are monitored for fraud and unusual activity.
- Runs the dispute.It deals with the card networks and the client's bank, from the first notice to the final decision.
- Moves the money.Disputed money is held and returned as the bank decides.
- Carries the risk.When an account can't repay what fraud or a chargeback costs, our payment partner absorbs it under its agreement with CREW.INK. A lost dispute on an active account still comes out of that artist's balance.
CREW.INK
- Keeps the record.The request, the quote, the booking date and the deposit live on one booking.
- Stores the paperwork.Consent forms and waivers signed in Paperwork stay with the client, with the time they were signed.
- Keeps the chat.Messages with the client stay with the booking, so what they agreed to is in writing.
- Helps you answer.When a dispute opens, you answer with the booking, the chat, the paperwork and the receipt behind it.
How a dispute plays out
Card payments- 01The client's bank opens a caseA client can dispute a card payment with their bank for up to 180 days after it was made. The exact window depends on the bank and the reason. A $15 dispute fee applies when a case is opened.Up to 180 days
- 02Inquiry: the bank asks for proofA case can start as an inquiry. The bank asks you to show the payment was valid, and the disputed amount stays in your account. Always answer: an inquiry left unanswered usually becomes a dispute, and those are harder to win.Amount stays put
- 03Dispute: the amount is heldIn a dispute, the disputed amount is taken from your balance while the bank decides. Send your evidence before the deadline, or accept the loss.Amount held
- 04The bank decidesWon: the money comes back. Partly won: part of it comes back. Lost: it stays with the client. A provisional win can still be reversed until the bank makes it final.Final
What wins a dispute
- The booking record.What the client asked for (design, placement, size), the quote they accepted and the date they booked.
- The chat history.Their messages agreeing to the design, the price and your deposit policy.
- Signed consent and waiver.The forms they signed in Paperwork, with the date and time.
- The payment receipt.What was paid, when, and the confirmation the client was sent.
Keep the conversation and the paperwork on CREW.INK. A price agreed in a text thread is your word against theirs. A signed form and a booking record are proof.
Deposits paid long before the appointment get the closest look from banks and risk teams. Keep the appointment date, your deposit policy and the client's agreement on the booking.
3-D Secure on online payments
Fraud claims3-D Secure lets a client's bank confirm that an online card payment really comes from the cardholder, usually with a code sent by text. Often it happens without the client noticing.
When a payment passes that check, a chargeback claiming the card was stolen or used without permission is no longer yours to lose: the fraud liability moves to the card's bank.
It only covers fraud claims. A dispute like "I never got the service" still needs your evidence.
When a client doesn't recognize a charge
A client who doesn't recognize a charge can contact us before they call their bank, and a quick answer often settles it before it ever becomes a chargeback.
Clients are protected. If a shop takes deposits and then closes, its clients can still get their money back through their bank, and our payment partner covers what the shop can't repay under its agreement with CREW.INK.
Common questions
6 answersWho handles chargebacks?
Our payment partner runs the dispute with the card networks and the client's bank. You answer with the booking, the chat, the paperwork and the receipt behind it.
How long can a client dispute a payment?
Up to 180 days after the payment. The exact window depends on the client's bank and the reason they give.
What's the difference between an inquiry and a dispute?
An inquiry is the bank asking for proof, and the disputed amount stays in your account. A dispute takes the disputed amount from your balance until the bank decides. Answering the inquiry well is the best way to stop it becoming a dispute.
If I lose a chargeback, do I get the money back?
No. When a chargeback is lost, the disputed amount stays with the client and the $15 dispute fee stands. Both come out of your balance, so strong evidence is how you keep the money.
Does 3-D Secure stop every chargeback?
No. When the client's bank confirms a payment with 3-D Secure, fraud liability moves off you. Disputes about the work itself still need your evidence.
What if a client doesn't recognize the charge?
They can contact us first. A shop name they didn't expect, or a family member who used the card, can often be sorted out before it turns into a chargeback.
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