It’s just not worth the hassle, so immediately offloading the responsibility of chargebacks to the user is well worth the $15 chargeback fee. They called their bank directly and the bank canceled the chargeback.

The only chargeback I recall “winning” was one where the user accidentally canceled but still wanted the service. In the meantime, users get frustrated because their money is locked up in limbo and I can’t even refund them until their bank responds. I used to dispute chargebacks when the user was very clearly using the service actively and provide screenshots, logs, and written evidence, but what usually happens is the bank takes 30+ days to complete each interaction and almost always sides with the cardholder anyways. I also send out reminders well before annual subscriptions renew with a link to update or cancel their plan. The domain is listed on their CC statement.

I don’t believe in using dark patterns as a retainment strategy, so I make it very easy to cancel from the same screen they signed up on. Most are from users who are too lazy to login and hit the cancel button. In more than 10 years, I’ve seen less than a dozen “accidental” chargebacks.

As a SaaS owner, I immediately refund, cancel, and block the user from reactivating their account until they reach out to me.

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