Won A Chargeback Dispute, Now Customer’s Parent Is Threatening My Business

Hi everyone, I’m a small business owner in the beauty industry (cosmetic tattooing / brows) and I’m looking for advice on how to handle a situation that has escalated beyond normal customer service.

A 19-year-old client booked and received a permanent brow service. The pricing, policies, and consent forms were clearly disclosed and signed. During the appointment, I checked in multiple times, and the client specifically requested a very minimal result. I initially did more and removed strokes at her request. She also has a complimentary touch-up included if she wants additional fullness.

Payment was made using her mother’s credit card (the service was a gift).

After the appointment, the client herself did not contact me. Instead, her mother texted me angrily saying the price was “ridiculous,” called my business a scam, and said she was filing a chargeback. I submitted a full evidence packet (signed consent forms, before/after photos, appointment details, policies, etc.), and it appears the bank ruled in my favor.

Now, after the bank decision, the mother has escalated. She has contacted me again - from a different phone number - demanding a refund within 48 hours and threatening:

• Posting negative reviews and “blasting” my business on Google, Facebook, and Instagram
• Reporting me to the BBB
• Reporting me to state licensing boards
• Using “connections” in the industry to harm my business

She has framed all of this as contingent on me issuing a refund.

I have not heard from the actual client at all, and I have remained professional and brief, redirecting communication to the client herself.

At this point, this feels less like a service dispute and more like harassment or extortion. I have saved all messages and have not refunded.

My questions: 1. Should I reach out to the client via phone call to understand the situation? 2. Should I reply to the mother? 3. What should my next steps be? 4. Has anyone dealt with something similar after winning a chargeback?

I’m trying to handle this correctly and not make things worse. Any advice from business owners or legal-minded folks would be appreciated. Thank you.

Location: New York