Overcharged / billing dispute
How to reply to an overcharged review
Billing reviews live and die on how quickly you move them off the public thread. Every number you post is a number a future customer will use to argue back.
Why it matters
Billing disputes are the highest-conversion-risk review type; a defensive reply can lose 5-10 future bookings.
Do this
- Acknowledge the dispute in one line.
- Name the direct email that handles refunds.
- Promise a personal review — and mean it.
Avoid this
- Quoting the invoice back at the reviewer.
- Explaining pricing structure in public.
4 templates
1. Cafe, wrong charge
Review
"Charged £12 for a coffee I did not order."
Reply
"Hi Tom — that shouldn't have happened. Email your card's last four digits to hello@ourplace.com and I'll refund the £12 today. Sorry for the hassle. — Ellie"
2. Plumber, quote vs invoice
Review
"Quote was £180, bill came in at £240."
Reply
"Hi — a bill £60 above quote should have been a phone call before the extra work started. Please email dave@ourplumbing.co.uk with a copy of the quote and I'll review it personally. — Dave, owner"
3. Dental, cost surprise
Review
"Ended up paying nearly double what I thought."
Reply
"Hi — a cost surprise is a communication failure on our side. From this month every plan over £150 is quoted in writing before treatment starts. Please email reception@ourpractice.com to review your bill."
4. Salon, extras
Review
"Ended up paying £30 more than the price list."
Reply
"Hi — our price list quotes the base service; long or thick hair carries a supplement and it should be flagged at consultation, not the till. I've re-briefed the team. Please email me for a review."
FAQ
- Should I quote the invoice in the reply?
- Never. Any number in the reply becomes public and unamendable.