If a customer disputes a payment by filing a chargeback with their bank or card provider, Stripe may temporarily withhold the disputed amount from your Stripe balance while the dispute is reviewed. You will be notified through your Stripe dashboard and may be asked to provide evidence to help contest the dispute.
Evidence can include proof of delivery, tracking information, order details, product descriptions, and any communication with the customer. This evidence must usually be submitted directly through your Stripe dashboard, as Stripe manages the dispute process.
If the dispute is resolved in your favour, the withheld funds are normally returned to your Stripe balance. If the customer’s bank rules against the payment, the funds may be returned to the customer and Stripe may apply a dispute or chargeback fee.
Chargeback decisions are made by the customer’s card issuer or bank, not by the marketplace. To help reduce the risk of disputes, ensure your product descriptions are accurate, shipping information is clear, and customer enquiries are handled promptly and professionally.
