If a customer disputes a payment by filing a chargeback with their bank, Stripe will temporarily withhold the disputed amount from your Stripe balance while the case is reviewed. You will be notified in your Stripe dashboard and may need to provide evidence to contest the dispute.
Evidence can include proof of delivery, tracking information, order details, and any communication you’ve had with the customer. You must upload this directly in your Stripe dashboard, as Stripe manages the full dispute process.
If the dispute is resolved in your favour, the withheld funds will be returned to your Stripe balance. If the customer’s bank rules against you, the payment will be refunded to the customer and a chargeback fee may be applied by Stripe.
The outcome is decided by the card issuer (the customer’s bank), not the marketplace or Stripe. To reduce the risk of disputes, make sure your product descriptions are accurate, shipping information is clear, and you respond promptly to customer enquiries.
