Jobber Disputes/Chargebacks

Question

I've been using Jobber for almost seven years, and during that time, I've had about 25 customer disputes—cases where customers challenged their payment. Unless we work something out with the customer and they close the dispute, we lose every time.

We also run a Shopify store and use PayPal and Braintree, where our win rate for disputes is over 85%. But with Jobber, we've never won a single dispute.

Many of our disputes involve tangible products, sometimes with UPS or FedEx proof of delivery. Other times, we have concrete evidence of work completed, including before-and-after photos and GPS proof of our team being on-site. Despite providing this evidence, we still lose every dispute.

I'm not sure how Jobber relays the evidence we submit, but it's shocking that we never win, even with clear proof. We process thousands of transactions, so our dispute rate is low, but has anyone else had the same experience? Have you found any effective ways to handle Jobber disputes?

jade · Answer

Hello, and thank you for the question. We are so sorry to hear that all of your past Jobber disputes have been lost.

Once a dispute is filed, Jobber will alert you and allow you to counter the dispute and submit evidence. Jobber submits the evidence directly as it is to the cardholder's bank for review. Jobber does not alter the evidence in any way.

We have an article on our Help Center that explains the dispute process, you can find that here.

Since it sounds like you are familiar with the chargeback process, you may also find this article from our Blueprint Community useful to you, as it highlights was to protect yourself from chargebacks in the future.

danpg1 · Answer

From what I can tell, there has to be an issue with how Jobber submits the evidence we provide. There's no way we should be losing some of these disputes with the amount of proof we have. We've never won a dispute unless the customer voluntarily withdraws it.

I’d be curious to know—out of the last 1,000 disputes—what percentage have been won by Jobber users when the customer did not close the dispute themselves.

Our latest dispute was submitted and lost within just three days. That’s unheard of—I’ve never seen a bank make a decision that fast. We submitted strong evidence proving the customer was wrong and that we provided tangible products.

Comparing this to our experiences with Braintree, PayPal, and Shopify, where we win almost every dispute, it’s clear there’s a serious issue on Jobber’s end and we 100% lose when we dispute via Jobber.

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Jobber Disputes/Chargebacks

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