Disputes on Stripe are also called chargebacks. They may occur when a cardholder has concerns about your payment with the card issuer. The card issuer has the right to create a dispute which automatically reverses a payment. The payment amount and a dispute fee will be deducted from your account balance.
If that happens, you will go through a dispute resolution process. You get the chance to respond to the concerns and give evidence that your payment was valid. If you can prove that your payment is valid, you will get your disputed amount back. If the dispute is upheld, the card issuer has the final say. Payments of the cardholder will stay refunded.
With the right information, it is possible to submit convincing responses and win a dispute.
Responding to a Dispute on Stripe
When responding to a dispute, you should strive to provide as much details as possible. If your payment has been disputed formally, it may be difficult to get a refund. In most cases, the customer will have been refunded through the dispute process.
The Dashboard is one of the best ways to respond to a dispute. It guides you through the submission process and automatically formats the information you enter.
You will need to provide evidence that proves your payment is valid. Upload all the important files depending on the nature of the dispute. If you have enough evidence, you increase the chances of winning the dispute.
Once you get a dispute, the first step should be to contact the customer. Discuss the issue with them and try to understand their concern. In most cases, there may be a misunderstanding. The customer may not remember or recognize the transaction.
If you realize that the dispute was caused by a misunderstanding on the part of the customer, ask them to tell the card issuer that they no longer wish to dispute the transaction. This is the best way to deal with disputes on Stripe. If you can, provide the customer with evidence that proves the payment is valid.
If you agree that the customer should keep the disputed funds, accept the dispute. Do not ask the cardholder to withdraw the dispute.
If you wish to submit evidence to support your dispute, click on the option 'Submit Evidence.' This option starts the process of giving extra information.
You have limited time to respond to disputes. The average response time is seven to 21 days. You will find the available time listed in the dispute information. If you wait too long, it is impossible to submit your evidence. Once you submit your evidence, you may have to wait up to 75 days before a final decision is made. You only have one chance to submit evidence for your dispute. Use the chance to provide as much relevant information as possible. If you are not ready to submit our request yet, click 'Save for later.' You can get back to the process later.
After submitting your request, you can check the status of your dispute under 'Review.' If the dispute is in your favor, it will be displayed as 'Won.' If the dispute is upheld it will be displayed as 'Lost.' You will receive an email with information about the dispute.
If you have any questions, you may contact Stripe for help. The best way to contact them if you wish to speak with a representative is over their Live Chat. The wait time is short and you may get help in a few minutes. You may also get help from their help desk. You cannot get support from Stripe's phone number, email, or social media sites.