Every now and then, a renter might not recognize the charge on their bank statement for their rental at your venue. This can sometimes leads to a charge dispute action with the bank. Understanding how our payment processor handles chargebacks will help you resolve the dispute as quickly as possible.
Organizations are contacted directly when a customer disputes a charge.
Note: Stripe charges a $15 fee per chargeback. (Fee is in the currency in which the funds were received.) The fee is refunded if the issuing bank decides in the organization's favor.
- Stripe receives a notification of the disputed charge, sends organization automated email with the details.
- Stripe deducts disputed amount and fee from account.
- Organization responds to chargeback from their Stripe dashboard ("Disputes" section of their account.)
- Org enters evidence that the charge is legitimate and selects "Respond to dispute" from their dashboard.
- Stripe submits evidence to customer's credit card company, updates you afterwards.
- Fee is refunded if the org wins the dispute.
For more details, Stripe outlines this process in the following two support articles:
Here's an example of the automated email an organization would receive in the event of a chargeback:
Subject Line: "You have a disputed charge for $70.00 (ch_XxXXXXxXXXXxXxXxXXXXxXxx)"
Body of message:
"We're sorry to report that one of your customers has disputed a $360.00 charge (made on June 15, 2014) with his or her credit card company. Your customer is claiming that they did not receive the product or service they paid for.
When one of your customers disputes a charge, we're notified by his or her bank -- which automatically refunds the transaction -- and pass on as much information to you as we receive. Since the payment has been returned to your customer, we'll deduct this amount and the dispute fee from your account within the next day.
The good news is that you still have a chance to resolve the dispute and receive the amount and fee back. You can respond to the dispute through your dashboard; your customer's bank then makes the ultimate decision about how to resolve the dispute. If the dispute is resolved in your favor by your customer's bank or credit card company, we'll return both the disputed amount and the fee.
Disputes are handled by your customer's bank, so we don't have any information about how specifically this payment will be reviewed. However, we do want you to have as good a chance as possible in responding to these disputes. We've put together detailed documentation that can be very helpful in understanding and responding to disputes:
You can also read a bit about how we recommend responding to this specific type of dispute:
You can view all of the details about the disputed payment and respond to the dispute right from your dashboard:
We realize how frustrating this can be. You can find answers to most questions at https://support.stripe.com/, and we'll be here to help you with any step along the way.
The Stripe Team*