Why do merchants lose disputes over their cancel policy?

The bank asks for proof the buyer saw and accepted the policy before paying. A picture of your checkout today is not this buyer's checkout, so it carries little weight.

What proof do card rules ask for?

For cancel and refund-policy disputes, Visa asks merchants to show the policy was properly disclosed at the time of the purchase, with a click to accept before final checkout.

What does a checkout record cost on Kapture?

One tenth of a cent per buyer. New accounts get 2,000 free tokens with no card. A record helps with disputes decided on your terms; it does not stop fraud chargebacks, and no tool guarantees a win.

The Platform Police · Case 08 · Kapture · 39 s

They ticked the box. You can't prove it.

Saving your hard-earned money, one client at a time.

A buyer disputes a $60 order and says the cancel policy was never shown. The merchant sends the bank a screenshot of the checkout page as it looks today. Here is what this buyer's own checkout record costs to keep.

$75 LOST$0.001 A BUYER

Which chargebacks a record helps All eight cases

Case 08 · The Checkbox · 39 s

The bill, before and after

What the client showed usOrder refunded$60.00Dispute fee$15.00Evidence sentToday's checkout pageTotal$75 lost

The same month on KaptureThis buyer's checkout record1Cancel policy on their screenYesClick and time recordedYesTotal$0.001

Questions this case answers

Why do merchants lose disputes over their cancel policy?: The bank asks for proof the buyer saw and accepted the policy before paying. A picture of your checkout today is not this buyer's checkout, so it carries little weight.
What proof do card rules ask for?: For cancel and refund-policy disputes, Visa asks merchants to show the policy was properly disclosed at the time of the purchase, with a click to accept before final checkout.
What does a checkout record cost on Kapture?: One tenth of a cent per buyer. New accounts get 2,000 free tokens with no card. A record helps with disputes decided on your terms; it does not stop fraud chargebacks, and no tool guarantees a win.

Read the case file

CLIENT A customer says they never agreed to our cancel policy. The bank took the money back.

DISPATCH One dispute. One checkbox. Team's on the way.

JORDAN Show us what you sent the bank.

JORDAN Today's page. Not their page.

JORDAN That's your checkout page today. Is it the page this buyer saw?

CLIENT We changed it in March.

JORDAN So you sent the bank a page the buyer never saw?

CLIENT Yes.

REY Kapture. Proof of Yes. This buyer's checkout: the cancel policy, the box, the click, the time. One tenth of a cent a buyer.

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