Common invoice disputes and how to win them
Chargebacks, scope fights, and 'we never got the invoice' excuses—here's how to respond quickly and win disputes using Toolfy evidence.
Common invoice disputes and how to win them
Disputes cost time and money. Here’s how to resolve the top three scenarios using Toolfy data.
1. “I never got the invoice”
- Check Toolfy timeline for delivery (email/SMS) + resend with manual reminder.
- Attach invoice PDF + customer portal link.
- If they still resist, escalate using the Payment Escalation Playbook.
2. “Work wasn’t completed”
- Pull job photos, signatures, and technician notes from Toolfy job record.
- Send a calm summary email with evidence.
- Offer a courtesy visit if something genuinely failed—document the fix.
3. Chargeback via Stripe (dispute)
- Use Toolfy → invoice → Disputes tab to upload evidence.
- Include scope agreement, photos, signed handover, communication logs.
- Submit before Stripe’s deadline (7–21 days).
General tips
- Keep scope and change orders documented inside Toolfy.
- Use reminder templates that state payment terms clearly.
- Log every call/email in the customer profile so the history is undeniable.
Need help compiling evidence? Email support@toolfy.io with the invoice ID—we’ll pull the job package for you.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How do I prove the customer received my invoice?
What evidence do I need to win a Stripe chargeback?
What if the customer claims work wasn't completed?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
Related Articles
2026 Price Increase: How to Tell Customers (Template Included)
73% of UK trades are increasing prices in January 2026. The exact email, letter, and in-person scripts that get customers to accept your new rates.
Cash flow basics for 1–10 person service teams
Deposits, payout settings, and reserve habits to keep tiny service crews liquid all year—built around Toolfy reports and dashboards.
Your Customer
Job complete, invoice sent, payment bounced. The exact scripts and backup payment methods that get you paid fast without damaging customer relationships.