Studio Owners

Advice for Studio Owners: How to Retain Your Customers During COVID-19

Photo courtesy of Academy for the Performing Arts

Between forced business closures and general fear of contracting the virus, some consumers have begun to ask for refunds of services that cannot be rendered or goods that cannot be delivered. In some cases, some of your customers may be submitting chargebacks on payments already made as a way to obtain their money back without having to contact you directly.


A chargeback is a reversal of a credit card payment that comes directly from the bank that issued the credit card to their client (your customer) and is used as a way to forcefully re-obtain money paid to the merchant (you). When a chargeback is filed, the dollar amount being disputed will be pulled from your business bank account and held until the chargeback is settled.

Here are some strategies to help prevent chargebacks, according to Jackrabbitclass.com.

• State your policy clearly to your customers in regard to payments for classes/events that have been paid for and not yet received. Be sure to ask for their patience and understanding while you navigate uncharted territory with COVID-19.

• Offer your classes online so students can continue to learn from you and stay connected with your program.

• Update your makeup policy to give a longer grace period when classes start back.

• Post account credits for future classes in lieu of refunds to encourage families to return when classes resume.

• Offer free events or open classes once you are back in session.

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