Every card network has some provision in its dispute system for the cardholder to retract a dispute after filing it. If you can settle the matter amicably with your customer, and convince them to withdraw the dispute, that’s the most effective way to win it.
To learn more about how this works, you can read our documentation on Dispute Withdrawals.
Yes. Some card issuers will treat failure to submit evidence as an acceptance of liability. To be safe, you should always submit evidence contesting the reason for the dispute.
In most cases, yes. If you submitted evidence before the deadline, and the customer withdrew the dispute while it was still open, the card issuer should eventually return a win result on that dispute.
If you did not submit evidence, or if the customer attempted to withdraw the dispute after it was closed or otherwise outside the dispute lifecycle timeline, the dispute might not be reversed.
As far as the card networks (like Mastercard or Visa) are concerned, it should be technically possible for a cardholder to withdraw a dispute at any time. However individual card issuers within that network may or may not support withdrawing disputes once they have been closed.
Yes. As with any other kind of dispute, you can ask your customer to withdraw and they should be able to get their issuer to cancel the dispute. But be aware that in the case of a fraud dispute, there's an excellent chance the person you're dealing with as your customer is not the actual cardholder.
It is not required that you gather proof of withdrawal from your customer, or that you provide this proof in your evidence (although you should always submit some evidence contesting the reason for the dispute).
Gathering this proof might provide peace of mind that your customer actually did withdraw the dispute, and submitting it with your evidence may make it easier for the card issuer's evidence reviewer to track down and verify the dispute was actually withdrawn, but it is not an explicit part of the dispute process.
It doesn't hurt, but it is not required. The important thing is that you submit evidence.
No. In general, withdrawing a dispute does not speed up the dispute process.
A withdrawn dispute is no different from any other dispute and in general card issuers will still follow the normal dispute timeline. You should expect a withdrawn dispute to turn into a win on the same timeline as a dispute that you win by arguing your case in evidence.
You cannot issue refunds on a charge on which there is a dispute pending decision from the issuer. Once the issuer returns a win decision (which happens along the normal dispute timeline), your ability to refund the charge returns.
Yes. From the card network perspective, a withdrawn dispute is just a won dispute, and won disputes still count against your dispute rate. The dispute is not erased or annulled in any way.
No. When the dispute timeline is completed, and the dispute resolves as a win, you'll see a single transaction in your account balance returning both the original dispute amount as well as the dispute fee. The fee is not returned to Stripe by the card networks, but Stripe will return it to your balance at Stripe's own expense.