Disputes & Refunds

Disputes & Refunds

When a customer has an issue with a service or charge, Lawnager provides a structured dispute workflow that protects both you and your customer.

How Customers Submit a Dispute

Customers can request a refund from their portal:

1. •They go to Invoices in their portal
2. •Click Request refund on any paid invoice
3. •Select a reason (quality issue, wrong charge, service not completed, duplicate charge, or other)
4. •Add optional details explaining the issue
5. •Submit — you get an email notification immediately

Reviewing Disputes

Navigate to Invoices → Disputes in your dashboard. You will see all disputes with status filters (Open, Resolved, All).

Click any dispute to open the review panel with four resolution options:

Resolution Options

| Option | What happens | |--------|-------------| | Issue a credit | Adds the amount to the customer's credit balance. Automatically deducted from their next invoice. No Stripe fees lost. | | Full refund | Refunds the full invoice amount to the customer's card via Stripe. Note: Stripe processing fees are not returned. | | Partial refund | Refund a custom amount to the customer's card. | | Deny | Decline the request with a required explanation sent to the customer. |

Customer Credits

When you issue a credit instead of a refund:

• •The amount is added to the customer's credit balance
• •When their next invoice is created, the credit is automatically deducted
• •If the credit covers the full invoice amount, the invoice is marked as paid
• •Credits never expire
• •The invoice notes show "Credit applied: -$X.XX"

Notifications

• •When submitted: You receive an email with the customer's name, invoice amount, and reason
• •When resolved: The customer receives an email and SMS with the outcome (refund amount, credit issued, or denial explanation)

Tips

• •Respond within 48 hours — the customer sees this promise in their confirmation
• •Credits retain the customer relationship and avoid Stripe refund fees
• •Use partial refunds for situations like "we did half the yard before rain"
• •All disputes are logged for your records