Title: Handling Payment Disputes
Category: Payments
Learn how to respond when a customer disputes a payment.
Where to find this
Services → Account tab → Disputes tab
What Is a Dispute?
A dispute, also known as a chargeback, occurs when a customer asks their bank to reverse a payment. Common reasons include:
- The customer doesn't recognize the charge.
- The service wasn't delivered as expected.
- The customer claims they didn't authorize the payment.
Checking for Disputes
1. Navigate to the Disputes Section
- Go to Services → Account tab.
- Click on the Disputes tab to view any open cases.
Understanding Dispute Status
Responding to a Dispute
Important: Disputes have deadlines. Respond promptly to avoid automatic losses.
1. Review the Details
- Click on the dispute to see:
- The customer's claim.
- The amount in question.
- The response deadline.
2. Gather Evidence
Collect proof that the service was delivered, such as:
- Booking confirmations.
- Email communications.
- Photos of completed work.
- Signed agreements.
- Delivery receipts.
3. Submit Your Response
- Click through to Stripe to submit your evidence.
- Include:
- A clear explanation of what happened.
- All supporting documents.
- Any relevant communications with the customer.
Preventing Disputes
Communicate Clearly
- Send booking confirmations.
- Follow up after service delivery.
- Respond quickly to customer concerns.
Keep Records
- Save all customer communications.
- Document the work you do.
- Get written approval when possible.
Use Clear Billing Descriptions
- Ensure your business name appears on statements.
- Include contact details so customers can reach you.
What If You Lose?
If a dispute is decided against you:
- The payment is refunded to the customer.
- A dispute fee may apply.
- Your dispute rate is tracked (high rates can affect your account).
Tip: Sometimes it's better to refund a customer directly before they dispute. This avoids fees and protects your dispute rate.