Easily learn how to view disputed payments in your Stripe account so that you can take immediate action.
Overview
Our Stripe users are able to more easily see disputed payments in Payments > Disputes, allowing you to take immediate action and see a history of the disputes.
Permissions and Accessibility
Staff Access:
- Admin
- Full Access
- Manager
- No Access
- Staff
- No Access
MyStudio Plan Restrictions:
- Only available for Stripe accounts
Specifications
Needs Response
Info
When a payment is disputed, it will immediately go into the Disputes > Needs Response section, and the transaction in the payment history section will have status: “In Dispute.” The table in this section presents the following information:
Amount: the amount that is being disputed.
Status: records how many days you have left to give a response to the dispute. You can click on this status in order to:
- View further information about the dispute including the reason for the dispute, the network reason code, and dispute ID
- Follow a guide for how to handle disputes by clicking “Follow this guide”
- Learn more about disputes in general
- Accept or counter the dispute
Reason: gives the reason for the dispute.
Buyer: clicking on the buyer name will redirect you to the specified transaction’s payment history that was disputed.
Disputed On: lists the date the dispute occurred.
Respond by: lists the due date for a response to the dispute. Any disputes not responded to before the due date will automatically be lost.
Accepting and Countering Disputes
Accepting:
If you choose “Accept Dispute,” then the dispute will be closed and the buyer will be refunded. You will see the original transaction in the payment history section with the status: “Completed (disputed)” as well as a second transaction for the refund with status “Dispute Lost.”
Note: Each lost dispute will have a $20 dispute fee associated with it charged to your credit card on file.
Countering:
If you believe the dispute to be unwarranted, you can choose to “Counter Dispute.” This will then prompt you to provide further information and evidence against the dispute.
Once all fields are filled out, you will select “Submit Evidence” at the bottom of step 2, and the dispute will be placed in the “In Review” section.
In Review
Info
Once evidence has been submitted to counter a dispute, the transaction will show in the “In Review” section. The table in this section presents the following information:
Amount: the amount that is being disputed.
Status: records the status of the counter being reviewed. Generally this will say “Evidence Submitted.” You can click on this status in order to:
- View details of the dispute
- Learn more about the dispute lifecycle
- View the submitted claim being reviewed
Reason: gives the reason for the dispute.
Buyer: clicking on the buyer name will redirect you to the specified transaction’s payment history that was disputed.
Disputed On: lists the date the dispute occurred.
Once a countered dispute is lost or won, the transaction will appear in the appropriate “Won” or “Lost” section.
Won
Info
If you countered a dispute and won, the transaction will show in the “Won” section. You will also see the original transaction in the payment history section with the status: “Dispute Won.” The table in this section presents the following information:
Amount: the amount that was disputed.
Status: records the status of the counter as “Won.” You can click on this status in order to:
- View details of the won dispute
- Learn more about the dispute lifecycle
Reason: gives the reason for the dispute.
Buyer: clicking on the buyer name will redirect you to the specified transaction’s payment history that was disputed.
Disputed On: lists the date the dispute occurred.
Lost
Info
When a countered dispute is lost or if you accept a dispute, the transaction will appear in the “Lost” section, and the customer will be refunded. You will see the original transaction in the payment history section with the status: “Completed (disputed)” as well as a second transaction for the refund with status “Dispute Lost.”
Note: Each lost dispute will have a $20 dispute fee associated with it charged to your credit card on file.
The table in this section presents the following information:
Amount: the amount that is being disputed.
Status: records the status of the counter as “Lost.” You can click on this status in order to:
- View details of the lost dispute
- Learn more about the dispute lifecycle
Reason: gives the reason for the dispute.
Buyer: clicking on the buyer name will redirect you to the specified transaction’s payment history that was disputed.
Disputed On: lists the date the dispute occurred.
Related Subsections and Functions
- Payment History
- Registration Page