Need help to counter a bank charge from one of my customers.?

You would simply state the chain of events. On day X they called, we explained our policy, they stopped by on day Y, we called them to confirm on day Z, on Day A they did not show up so we charged their card. I hope you gave them or mailed them your policy, if not you may lose.

I am guessing it was all over the phone, if so that may impact your ability to prevail in a dispute. Phone charges have more customer rights than physical card swipes.

We have the small business that also deals in weddings so we have a short form that states the policy. We make the customer sign it and give them a copy.

The services provided are....A, B, and C.

Your card will be charged on given date. (usually no more than a few days after contract is signed). We try very had to get them come in so we have a swiped card transaction (not phone) and a signed receipt.

If you want to cancel we will need to have that in writing by date X. For us usually 4 weeks before service date.

There is cancellation fee of 10% of the services. And past date X (usually 4 weeks before service) there will be no refund.

For example we had 5 customers scheduled and only 3 showed up, we do not refund, but offered the buyer a gift certificate for future services for some portion of the money spent but not used.

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Yes, give them copies of the records and the agreement they signed with you.

You also need to let the CC company know that the customer didn't contact you and make a good faith attempt to resolve the problem with you first. Why? Federal law requires them to as a condition of having the right to contest with their CC company. The law is in the Code of Federal Regulations under 12 CFR 226.12(c). Just Google the code number and read up on it. I'd also put that in your letter.

DId the customer come in to make the reservation? If not how did they make the reservation? Because if it was over the phone you should have gotten them to fax in a copy of your cancellation fee policy..If he didnt sign anything or come in to do it and sign a receipt..then you are screwed unless you can prove the customer somehow knew of the no show fee.

Provide documentation of the customer's reservation, no show and the cancellation policy you provided to the customer.