A dispute (also called a chargeback) happens when a customer asks their card issuer to reverse a payment. They might say the payment wasn't authorized, that it was fraudulent, or that what they received didn't match what they paid for.
What happens when a payment is disputed
The payment's status changes to Disputed in Money > Payments.
The disputed amount is taken from your account balance straight away. It isn't held until the dispute is decided.
If you win, the funds are returned to your account balance.
If you lose, or you don't respond in time, you don't get the funds back.
Respond to a dispute
Click Money in the left sidebar, then Payments.
Filter Status by Disputed, then click the payment.
Follow the prompts to respond, and submit your evidence before the deadline shown.
Evidence that helps your case:
Your terms of service and privacy policy
Any contract or agreement with the customer
The invoice or statement of work
Your messages with the customer
If you don't respond before the deadline, you automatically lose the dispute.
Reduce the chance of disputes
Use a statement descriptor customers will recognize. You can check it in Money > Account under Public details.
Make your terms, refund policy, and support contact details easy to find on your website.
Reply quickly when a customer contacts you about a problem. A refund is often better than a dispute.
Be careful with orders that look unusual, and make sure you know who you're doing business with.
Not what you're looking for?
To refund a payment, see Track payments, refunds, and payouts.
If you're unhappy with Durable Money itself, see Submit a complaint about Durable Money.
What's next
About Durable Money
Durable Money is powered by Stripe. Durable is not a bank or a money transmitter. Durable partners with Stripe Payments Company for money transmission services and account services with funds held at Fifth Third Bank N.A., Member FDIC. Durable Visa® Commercial Cards are powered by Stripe and issued by Celtic Bank. Stripe Issuing balances are provided in the US by Stripe Payments Company, licensed money transmitter, with funds held at Stripe's bank partners, Members FDIC.