01
Issue a partial or full refund
- Open the paid invoice in Invoices and click "Issue Refund".
- Enter the refund amount and select a reason (e.g. scope reduction, cancelled work).
- Confirm refund: Stripe processes the refund back to the customer’s card within 5–10 business days.
- Platform application fees are automatically and proportionally refunded.
02
Handling chargebacks: Submit evidence to LGQ Support immediately
- Dispute Alert: When a homeowner disputes a charge with their bank (charge.dispute.created), the payment status flips to "Disputed" and a dispute_due_by deadline is recorded.
- Express Account Limitation: Because contractor accounts use Stripe Express with platform loss collection, contractors cannot respond to disputes inside Stripe.
- The ONLY Correct Action: You must email all dispute evidence directly to Let’s Get Quoted Support (support@letsgetquoted.com) well before the dispute_due_by deadline.
- Required Evidence: Attach the signed quote agreement, signed change orders, timestamped completion photos, customer text message logs, and paid invoices.
Completion check
Confirm before moving on
Use these checks to make sure the dashboard and the real-world workflow agree.
- Refunds are processed with automatic proportional platform fee reversals.
- Chargeback dispute evidence is emailed to support before the dispute_due_by deadline.
- Payment records update status accurately in the dashboard ledger.
Troubleshooting
When the workflow doesn’t look right
A chargeback notification was received.
Collect all signed contracts, completion photos, and communication history, and email them to support@letsgetquoted.com before the deadline.
Customer claims a refund did not post.
Card refunds take 5-10 business days depending on the customer’s issuing bank.
Keep going