Thanks for the suggestions, really appreciate it. We're not something people use day-to-day, I think we're mostly just relevant in the 4-8 weeks someone's prep

Thanks for the suggestions, really appreciate it. We're not something people use day-to-day, I think we're mostly just relevant in the 4-8 weeks someone's preparing for a job interview - so I can imagine people forgetting they used something called "PREPFULLY". After talking to these customers I got the sense they couldn't relate their card transaction to the service itself -- but once I sent an email they immediately remembered what it was. In this context smca's suggestion (4) and (5) could be quite useful - if people either Google Prepfully or if I can remind them of what it was within the transaction description - this could pre-empt a chargeback from those who read it. Re: those who promised to withdraw - indeed, I don't have any way to know if they did do so. There's one chargeback which I "won" without even submitting evidence, so I think this is probably a clear case of it being withdrawn. There's one which I lost just a few hours ago, which triggered this post. Re: blacklist - yeah I guess this is one way. Interestingly though, 2 of the customers actually immediately offered to pay again, to compensate for the lost revenue - which was both nice of them, and not aligned with the behavior of a someone dishonest. But it might well be worth it to prevent the risk of hitting the Visa/Mastercard threshold for chargebacks. I have a feeling it would be easy to get around though, if someone has the wrong intent they would probably just use a different email or card. Either way - I'll be pretty regretful about having to do this -- repeat bookers are basically our bread and butter - I discount all candidates' first bookings to super low margins as a conversion tactic (i.e. try out a mock interview to a low price) and even lose money on these sometimes. Which gets compensated by the 60-70% of all these users who end up booking additional sessions at the standard price - which is where Prepfully makes money. But probably not worth the risk of letting someone who has done one chargeback do additional ones. Re: losses - unfortunately I don't get much information re: why we lost the dispute. Indeed the two things to probably work on are (a) more T&Cs and (b) more logs.