Reports → Chargebacks (`/app/reports/chargebacks`) is a live table of your shop's disputed charges, pulled straight from your payment processor. Open a chargeback from this table and you can accept the loss or submit your evidence — this is the actual, in-app path to responding to the card network, not a tracking view of one.
It sits in the Financial section of the Reports nav, next to Deposits and Processing Fees, so it's reachable from the same left-hand rail as your other reports.
Who it's for
Unlike most reports in SalesThumb, this one isn't limited to owners or staff with reporting permissions — any shop team member can open it. That's deliberate: a chargeback has a hard response deadline set by the card network, and the shop needs whoever's around to be able to act on it, not just whoever happens to have report access that day.
You do need payments connected to your shop through Rainforest. If it isn't connected yet, the page shows a prompt to connect payments instead of the report. If payments aren't configured at all in the environment you're on, you'll see a short message saying so.
What's on the page
The table itself is Rainforest's own embedded chargeback report, running inside the page rather than a SalesThumb-built table. It lists your disputed charges with status tabs at the top — Action Required is the one you'll care about most — so you can filter down to what's urgent.
SalesThumb adds two columns on top of Rainforest's own: an Invoice ID and a Payment type column, both read off data stamped on the original charge. That's there because the first thing you need when a chargeback shows up isn't the dispute itself — it's "which job was this," so you can go pull the job file before you respond. Payment type shows the raw kind of charge it was (an invoice, a deposit, a gift card, and so on) rather than a cleaned-up label. Invoice ID is the invoice's internal record ID rather than its printed invoice number, so it won't visually match what's on the paperwork — it's still a reliable way to look the job up, just not a familiar-looking one.
There's an export option on the table for pulling the data out.
Opening a chargeback. Click a row and a details panel opens as an overlay on top of the table — you don't leave the page. From there you have two options:
- Accept the loss. You're telling the network you're not contesting this one; the case closes without you needing to gather evidence.
- Submit evidence. This is where you actually build and send your response — upload your documentation (invoice, signed quote, photos, correspondence, whatever supports your side) and submit it. This upload happens inside Rainforest's widget, not a SalesThumb form; SalesThumb doesn't build or store the evidence-submission step itself.
Once you accept or submit, SalesThumb refreshes its own dispute records so they don't sit stale if you flip over to the Disputes page next — though the authoritative outcome still comes back from Rainforest on its own schedule, so there can be a short delay before everything lines up.
Chargebacks report vs. Disputes
These are two different pages doing two different jobs, and it's easy to open the wrong one:
- /app/disputes is SalesThumb's own internal mirror. It's where you prepare your case — a queue of open disputes, notes, and an evidence pack you assemble from what's on file (invoice, signed quote, photos, QC inspection, message history) that you can toggle together and download as a PDF, plus a manual status tracker for your own team. See What to do when a customer disputes a charge for that workflow.
- This report (Chargebacks) is where you submit — the actual path to responding to the card network. The evidence upload and the accept/dispute decision both happen here, inside Rainforest's widget, because that's the system actually connected to the network. SalesThumb doesn't implement its own version of that submission step.
A practical order: build your case in Disputes first, then come here to open the same chargeback and attach your documentation through the widget. The two pages don't share a queue or auto-pass files to each other, so whatever you gathered in Disputes still has to be uploaded here yourself.
Things to know
- Requires payments connected through Rainforest — you'll see a "Connect payments" prompt otherwise.
- Any shop team member can view and use this report; it isn't restricted to staff with financial-report access, so a chargeback deadline doesn't sit waiting on the one person who has permission.
- The report session is short-lived (about an hour). If you leave the tab open and come back later, SalesThumb refreshes it automatically rather than letting you act against an expired session.
- The Invoice ID and Payment type columns come from metadata SalesThumb stamps on the original charge, so they're only as good as that data — a charge type we don't stamp cleanly will show blank or raw values rather than a polished label. Invoice ID specifically is the invoice's internal ID, not the printed invoice number.
- Accepting or disputing here changes the case on Rainforest's side. SalesThumb's own /app/disputes mirror is refreshed right after, but it catches up to the real status on its own schedule, not instantly.
- There's no separate SalesThumb-built evidence form on this page — the upload step is Rainforest's own widget.
Frequently asked questions
Q: What's the actual difference between this report and the Disputes page?
A: Disputes (/app/disputes) is where you prepare your case — internal notes, status tracking, and an evidence-pack PDF built from what's on file for the job. The Chargebacks report is where you submit that response to the card network — you open the disputed charge here and either accept the loss or upload your evidence through Rainforest's own widget. Disputes is prep; Chargebacks is filing.
Q: Do I need to do anything in Disputes before I use this report?
A: Not required, but it helps. Disputes is where you'd pull together the invoice, signed quote, photos, and correspondence for a case. This report doesn't reach into that evidence pack automatically — you'll still need to upload your documentation yourself when you submit through the widget here.
Q: Who on my team can see this report?
A: Any shop team member, not just owners or staff with reporting permissions. That's intentional, since a chargeback has a hard deadline and someone needs to be able to respond even if the usual report-access person isn't around.
Q: What do I need set up before this report will show anything?
A: Payments connected to your shop through Rainforest. If it isn't connected, you'll see a prompt to connect payments instead of the table.
Q: What happens if I click 'Accept the loss' by mistake?
A: That tells the card network you're not contesting the chargeback, which closes the case without a fight. There's no undo button in this report once you do it, so only use it when you actually don't intend to dispute the charge.
Q: Can I export the chargeback data?
A: Yes — the report table has an export option for pulling the list out.