Notification
Directions
- Customer calls the bank to file a dispute. The disputed charge will reflect in Dashboard.
- Stripe credits back the charge to the customer.
- Stripe will notify Merchant about the dispute and will be asked to send evidence to retrieve the charge.
- Merchant calls customers to explain the charge.
- Stripe reviews if the evidence is sufficient and will pass to the credit card issuer. Evidence can include Weblogs, email communications, shipment tracking numbers, delivery confirmation, proof of prior refunds, or replacement shipments.
- Credit card issuer will conduct an investigation. If the charge is valid, the amount along with the dispute fee will be credited back to Merchant account.
Documents
Timeline
- Day 1 (Feb 28) Customer called the bank to file a dispute.
- Day 10 Call between SaR and customer explaining charges.
- Day 11 SaR sent the customer list of charges on the card. The customer was advised to call the bank again to void chargeback request
- Day 90 (May 28) Dispute was canceled. Charges were credited to SaR Stripe account.
Initial Email from Stripe
Respond by March 16, 2026 at 6:59PM
Amount payment disputed because credit not processed The cardholder disputed this charge with their bank, and the bank decided to return the payment to them. This amount plus the $15.00 fee will be deducted from your account within a day. You may be able to recover your funds by responding to the dispute by March 16, 2026 at 6:59 PM.
Customer
Customer name
View-and-respond
REASON FOR DISPUTE
Your customer says this payment should have been refunded
Helpful resources
How to respond to disputes like this
Best practices when submitting evidence We realize how frustrating this can be. Just reply to this email if you have questions and someone from our team will be in touch.
Best,
The team
510 Townsend Street, San Francisco, CA 94103 59.email.team.com/C10/0101017094bad655…
