When an athlete disputes a charge with their bank, Stripe immediately reverses the payment and debits your account for the disputed amount, plus a dispute fee. Understanding how to respond to disputes quickly and effectively helps protect your business revenue.
Table of Contents
What Happens When a Dispute Occurs
When an athlete files a dispute, Stripe notifies you through your Stripe Express Dashboard and via email. Your available balance may go into the negative if the disputed amount and fees exceed your existing balance. Dispute fees are typically $15 per dispute and are generally non-refundable, even if you win.
Bridge Tip: You have only 7 to 21 days to respond to a dispute depending on the card network. If you don't respond before the deadline, you automatically lose the dispute and cannot retrieve the funds.
How to Respond to Disputes
Accessing Disputes
Log into your Stripe Express Dashboard through Bridge Athletic's Business Hub or directly at connect.stripe.com/express_login
Navigate to the Disputes tab to view all open disputes
Click on a specific dispute to view details and submit evidence
Submitting Evidence
Provide clear evidence that proves the charge was legitimate. The type of evidence needed depends on the dispute reason:
For most disputes, include:
Proof of service delivery or program access
Communication with the athlete showing they authorized the purchase
Screenshots of the athlete's account activity or training program engagement
Your terms of service and cancellation policy shown at purchase
Transaction receipts and purchase confirmations
Bridge Tip: Be concise, organize evidence logically, and maintain a professional tone. Focus only on documentation that directly addresses the dispute reason.
Understanding the Resolution Process
Once you submit evidence, the athlete's bank reviews the case and makes the final decision—typically within 60 to 75 days. The bank's decision is final, and neither you nor Stripe can override it.
Possible Outcomes:
Won: The disputed amount is returned to your account (dispute fees are not refunded)
Lost: The refund becomes permanent and dispute fees are not returned
When Athletes Want to Withdraw Their Disputes
If an athlete wants to withdraw their dispute, they must contact their bank directly. Neither you nor Stripe can cancel a dispute once it's been filed—the athlete's bank controls the process.
Preventing Future Disputes
Reduce disputes by implementing these practices:
Use clear transaction descriptions that include "Bridge Athletic" or your business name
Communicate billing dates for recurring programs clearly at purchase
Display your cancellation policy prominently during checkout
Send purchase confirmations immediately after transactions
Respond promptly to athlete questions about charges
Additional Resources
For comprehensive guidance on dispute management, evidence requirements, and best practices, visit Stripe's dispute documentation:
Need Help?
If you have questions about managing disputes or need assistance, reach out to support@bridgeathletic.com.