Responding to Disputes

When a customer contacts their bank or card issuer to force a refund (chargeback), it creates a dispute in your Stripe account. This guide explains how to handle disputes effectively.

Understanding Disputes

A dispute (also called a chargeback) occurs when:

1. A customer questions a charge with their bank or card issuer
2. The bank temporarily reverses the payment
3. You have an opportunity to respond with evidence
4. The bank makes a final decision based on the evidence

Dispute Notification

You'll be notified of disputes through:

• Email alerts from the Jay marketplace
• Notifications in your Stripe Express Dashboard
• A "Disputed" status on the affected payment

Dispute Response Timeline

You must respond to disputes quickly:

• Most card networks allow 7-21 days to submit evidence
• The exact deadline is shown in the dispute details
• Missing the deadline results in an automatic loss

Accessing Dispute Details

To view and respond to a dispute:

1. Log in to your Stripe Express Dashboard
2. Go to "Disputes" in the navigation menu
3. Select the specific dispute to view details

Types of Disputes

Disputes generally fall into these categories:

• Fraudulent: Customer claims they didn't authorize the purchase
• Product not received: Customer claims they didn't receive their order
• Product unacceptable: Customer claims the product was damaged or not as described
• Duplicate: Customer claims they were charged multiple times
• Subscription canceled: Customer claims they canceled a subscription but were still charged

Preparing Your Response

To create an effective dispute response:

1. Review the dispute reason carefully
2. Gather relevant evidence based on the dispute type
3. Prepare clear, factual responses to the customer's claims
4. Format your evidence according to the submission guidelines

Evidence Types by Dispute Reason

Different disputes require different evidence:

For "Fraudulent" disputes:

• Proof of customer identity verification
• IP address and device information
• Customer order history
• Delivery confirmation

For "Product not received" disputes:

• Tracking information showing delivery
• Proof of delivery with signature if available
• Communication with the customer about delivery

For "Product unacceptable" disputes:

• Product descriptions and images from your store
• Communication with the customer about the issue
• Return policy information
• Repair or replacement offers made

Submitting Your Response

To submit your dispute response:

1. Navigate to the dispute details page
2. Upload your evidence documents
3. Complete all required fields in the evidence form
4. Submit your response before the deadline

Dispute Outcomes

After reviewing the evidence, the bank will reach one of these decisions:

• Won: The dispute is resolved in your favor, and the funds are returned to your account
• Lost: The dispute is resolved in the customer's favor, and they keep the refund
• Partial: In some cases, a partial amount may be returned to each party

Dispute Fees

Each dispute typically incurs:

• A dispute fee (usually $15-25)
• This fee is not refunded even if you win the dispute

Preventing Future Disputes

To reduce disputes:

• Clearly describe products and delivery timeframes
• Maintain excellent customer service
• Issue refunds promptly when appropriate
• Keep detailed records of all orders and communications
• Use fraud prevention tools for high-risk transactions

Getting Help with Disputes

For complex disputes or assistance:

1. Contact Jay marketplace support for guidance
2. Consider consulting with a payments specialist for high-value disputes

Remember that responding to disputes professionally and thoroughly improves your chances of a favorable outcome.