A dispute, sometimes called a chargeback, is when a customer asks their bank to reverse a card payment. You can answer it from the Merchant Portal without leaving.
Steps
- Go to Disputes in the orders menu. Anything that needs a response is listed, with a Respond by date.
- Press Respond on a dispute to open it.
- Read why the customer disputed the charge, and what kind of evidence helps.
- Check the evidence. We fill it in from the order: who it was for, where it went, who delivered it, and when.
- Fix anything that is wrong. Add anything else that helps, like how the delivery went.
- Press Save draft if you want to come back later.
- Press Submit evidence when you are ready.
- Wait for the bank to review. You get an email when the dispute is decided.
Good to know
- Send your evidence before the Respond by date. If you do not respond, the bank decides without your side.
- Once you submit, you cannot change it. Check every field first.
- You can also see a dispute on the order itself.
- If a dispute is lost, Stripe keeps the amount and its fee from your Stripe balance.
- Only the owner and managers can see disputes.
- We cannot promise how the bank will decide. Accurate, complete evidence gives you the best chance.