Handling Disputes in Stripe

Stripe categorizes dispute reasons into one of eight categories based on the type of claim.  You must provide specific type of evidence to show why the payment should stand based on the dispute reason.  Some dispute reasons require the same type of evidence to be provided. 

How to overturn a disputed charge

Explain and demonstrate one or more of the following:

• You already issued the refund to the customer
• The customer isn’t entitled to a refund
• The customer withdrew the dispute

Evidence you can Submit

• The language of your refund policy, as provided to the customer

• A screenshot of the policy on a receipt

  • ItsaCheckmate may have a copy of a receipt that was sent to the customer’s email. You can request it via [e-mail] or [e-mail] (See Figure 1 below)

  • An explanation of how and where the applicable policy was provided to your customer prior to purchase.

• Your explanation for why the customer isn’t entitled to a refund or no further refund, if you already issued a partial refund

• Whether or not the customer attempted to resolve the issue with you prior to filing a dispute.

  • If they didn’t contact you before the dispute, state that clearly

  • If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could include:

    • A screenshot of a text conversation

    • A PDF of an email exchange (See Figure 2 below)

    • A PDF of your written account of a phone conversation, including dates of contact

• Any argument invalidating the dispute reason, such as a PDF or screenshot showing:

  • Whether you already issued the refund entitled to the cardholder

  • Whether or not the customer returned the merchandise in whole or in part. If they partially used the merchandise or returned it, or whether the disputed amount exceeds the value of the unused portion

  • Whether the cardholder withdrew the dispute

 

Figure 1: An example of the receipt sent to the email associated with the Google profile the customer ordered from. Note the instructions at the bottom of the receipt to contact the store directly with questions or issues. The store number is provided at the top of the receipt, under the Order number.

Figure 2: The same receipt with the email of the customer included establishing communication.