Holdback help

Guides for hire shops using Holdback.

• Set up Holdback, step by step
  Every click from installing to your first hire coming back, with what you should see after each step. Start here if you've never used a Shopify app.
  • Before you start
  • Place a test order
  • Troubleshooting
• Getting started with Holdback
  Every feature, in the order you'll use it: setup, what your customer sees, charging, releasing, and what runs on its own.
  • The returns queue
  • Payment providers
• The Holdback guide
  Every screen, every setting and every button, and what each one does. Also as a PDF to print or keep.
• Avoiding chargebacks on late fees and claims
  Photos, reasons and timing — what makes a late fee or claim survive a dispute.
• VAT and deposits
  Who calculates the tax, what the customer sees, and what happens to it when you take a late fee or extra.
• Using Holdback with Cowlendar
  Setting up both, per-booking deposits, the latest-charge date, and cancelling a booking.
• Using Holdback with Book That App
  How BTA's Book Now and Holdback's deposit fit together, and all-day hires.
• Long hires and booked dates
  When a hire starts, date formats from booking apps, and Shopify's 60-day order limit.
• Selling in person with Shopify POS
  Why POS can't save a card for a deposit, the setting, and “Sold without a deposit”.
• Damage and missing parts: sending a claim
  Why damage is a claim your customer approves and pays, and when a non-return or loss becomes a claim instead.
• Offering a damage waiver
  The optional waiver: setting it up, what customers see, and how it limits damage claims.
• Close this charge
  When a charge was started and the order was paid or changed in Shopify: what the button does, what it releases, what your customer is told, and when it refuses.
• When Holdback won't take a fee
  Every refusal, why it exists, and what to do instead — including the latest charge date and unsupported currencies.
• Explaining the deposit in Shopify's order confirmation
  A paragraph to paste into Shopify's order confirmation so "Total due later" reads as a deposit limit that hasn't been taken, not a bill.
• Referral codes
  Crediting the partner who recommended Holdback, and the partner programme.