How does the dispute process work?
When a dispute is issued by a cardholder, their bank notifies Stripe and automatically deducts the disputed amount as well as a fee for processing the dispute. Stripe will then pass along all information received from the bank related to the dispute via the Dashboard and over email.
Is there a fee for disputes?
When a cardholder disputes a payment a small dispute fee is automatically applied, the value of which is dependent on your location.
How do I respond to a dispute?
We recommend most users respond within the Dashboard, which will guide you through the submission process.
What do I do if I lose my dispute?
Disputes are decided by the cardholder’s bank. If a dispute is upheld, the card issuer’s decision is final and the cardholder’s payment remains refunded.
How do I prevent fraud?
We’ve created several tools and a fraud and disputes guide to help you minimize your fraud risk.
My customer has agreed to drop a dispute so I can issue them a refund. What are the next steps?
The customer must provide proof from their bank in order to resolve the dispute.
I received an email and aren’t sure if it’s actually from Stripe; what do I do? How can I make sure that it’s a legitimate email from Stripe?
Phishing attempts do sometimes happen. You can find some quick key checks here to help.
How to respond to a "Fraudulent"-type dispute
For disputes in the “fraudulent” category, the cardholder is claiming that the charge was made without their authorization, often in the case of a stolen credit card. When you provide evidence, you will need to directly address this claim. This means proving that the person who made this payment was indeed the legitimate cardholder.
- What should I do if I believe there has been an unauthorised login attempt on my account?
What is Radar for Fraud Teams?
Radar for Fraud Teams is a suite of additional tooling available to help users fine-tune how Radar operates, create custom fraud rules, and optimize manual reviews. You can learn more about Radar for Fraud Teams here