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Responding to Disputes

Respond to Stripe chargebacks with evidence before the deadline so you can win the dispute and keep your funds

Time-sensitive

Every dispute carries a deadline set by the card network (typically 7–14 days). Submit evidence before the Evidence due by date or Stripe automatically forfeits the dispute and the funds — plus the chargeback fee — are returned to the customer.

What Is a Dispute

How chargebacks work and when they appear in the CRM.

A dispute (also called a chargeback) happens when a customer asks their bank to reverse a charge after paying you via Stripe. Common reasons include fraud claims, "product not received", duplicate charges, or service quality complaints. When Stripe receives the chargeback, it withdraws the disputed amount from your balance and a draft dispute record appears at Payments > Disputes with status Draft. You respond with evidence; the card network reviews; Stripe returns the funds to you (status: Won) or to the customer (status: Lost).

Permission Requirement

Only roles with payments.disputes.respond can see or respond to disputes.

The Payment Disputes link in the sidebar is gated by the payments.disputes.respond permission. Without it, users do not see the page at all. By default, Super Admin and Admin roles hold this key; other roles must be granted it via Admin > Roles & Permissions.

Responding to a Dispute

Step-by-step evidence submission flow.

Open the Disputes page

Navigate to Payments > Disputes in the sidebar. The list opens on the Active tab showing every dispute with status Draft or Submitted. Switch to Closed to see Won and Lost disputes.

Open the dispute detail page

Click any row to open the dispute. The header shows the Stripe dispute id, the related charge, and — if the dispute is linked to an invoice — a deep link to the CRM invoice. The amber badge displays the Evidence due by deadline.

Fill in evidence fields

Six standard evidence fields cover the most common dispute categories. Fill in whichever apply — Stripe only requires one strong piece of evidence for most reason codes. See the Evidence Fields table below for what each field is used for.

Save the draft

Click Save draft to persist your evidence without submitting. You can come back, edit, and add more context before the deadline. Draft evidence is stored in the CRM, not in Stripe — nothing is sent to the card network until you explicitly submit.

Submit to Stripe

When you are confident the evidence is complete, click Submit to Stripe. A confirmation dialog warns that you cannot edit after submission. Once submitted, the dispute status flips to Submitted, the fields lock, and the evidence is pushed to Stripe for card-network review.

Evidence Fields

The six standard evidence fields and what each one covers.

Field	Description	Type
Service documentation	Link to the invoice, contract, signed quote, or service agreement that proves the customer agreed to the charge. Strongest evidence for most disputes.	text
Customer communication	Paste relevant emails, chat logs, or call notes that show the customer accepted the service or product. Particularly important for "product not received" disputes.	textarea
Receipt URL	A direct link to the Stripe receipt or your own custom receipt page. Demonstrates the customer was notified of the charge at the time it occurred.	text
Shipping documentation	Tracking number, carrier proof of delivery, or signature confirmation. Required for "product not received" disputes on physical goods.	text
Product / service description	Free-form description of what the customer purchased. Helps the reviewer understand the context, especially for B2B SaaS subscriptions where there is no physical product.	textarea
Additional explanation	Any other context that supports your case — refund policy, terms of service excerpt, screenshots of the customer using the product, etc.	textarea

Dispute Status Meanings

What each status pill on the disputes list represents.

Draft (yellow) — Stripe has filed the dispute and is awaiting your evidence. The disputed amount is already withdrawn from your balance. You have until the Evidence due by date to respond.

Submitted (blue) — Your evidence is filed with Stripe and the card network is reviewing. You can no longer edit; you wait. Reviews typically take 30–60 days.

Won (green) — The card network ruled in your favor. The disputed amount returns to your Stripe balance on the next payout.

Lost(red) — The card network ruled in the customer's favor. The funds are not returned; the chargeback fee (typically $15–$25) also stays withdrawn.

Continuing in the Stripe Dashboard

When and why you might switch over to Stripe itself.

Some dispute responses need file uploads (PDF contracts, signed delivery photos) that the CRM's evidence form does not yet support. Every dispute detail page includes a Continue in Stripe Dashboard fallback link. Use it to attach supporting files; Stripe then merges those with the evidence you already filed via the CRM. The CRM will pick up the final dispute outcome via webhook.

Prevention is the best defense

Disputes are expensive even when you win — Stripe still charges the chargeback fee. Reduce dispute volume by sending clear receipts immediately after payment, using descriptive statement descriptors on charges, and responding quickly to customer service requests before they escalate to the card network.

Stripe Connect (Accept Payments)Billing Emails Creating & Managing Invoices Roles & Permissions Integrations Hub

Stripe Connect (Accept Payments)

Billing Emails