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Extremely disappointing experience dealing with HSBC’s dispute process. A customer requested a refund and I processed it on the same day requested.… Read more

Two months later, the customer raised a dispute through HSBC. I provided evidence showing the refund had already been issued, including records confirming the refund transaction.

Despite this, HSBC still ruled in favour of the dispute and refunded the customer again.

As a small business, this meant I lost the original payment, paid additional dispute fees through Stripe, and lost the value of services already provided.

What has been most disappointing is the feeling that the evidence submitted was not properly reviewed and that the impact on a small business was not considered. It felt as though avoiding loss and closing the dispute took priority over fully investigating where the original refund had gone and taking responsibility for the outcome.

Small businesses absorb the cost of these decisions. I expected a more thorough investigation, accountability and clearer communication throughout the process.