Disputes (also called chargebacks) happen when a client questions a card payment with their bank. The bank opens a formal dispute and reverses the payment right away. The payment amount plus a dispute fee is deducted from your account balance.
This article shows you what disputes are, what happens when one is opened, and exactly how to respond inside CoachRx.
Disputes Overview
A dispute is a bank-driven process. You do not “refund” the client inside CoachRx when this happens. The bank reverses the payment, then you get the chance to respond with evidence.
What happens when a dispute opens
When a client opens a dispute with their bank, the following happens (in order):
The client’s bank notifies Stripe.
The bank deducts the disputed amount and a dispute processing fee from Stripe.
Stripe removes those funds from your Stripe balance to cover the deduction.
CoachRx displays the Dispute in your Business Suite under the Disputes section.
Submitting Evidence
If you believe the dispute is in error and you want to challenge it, you can submit evidence to show the charge was valid. When you formally submit evidence, Stripe sends it to the cardholder’s bank for review.
Evidence rules you must understand
Banks only review evidence once, so evidence can only be submitted once.
Use Save for later if you need to add more before the submission deadline.
The bank will make a decision 60–75 days after the evidence due date. The outcome is final.
If you win, the funds return to your Stripe balance including the dispute fee.
Responding to a Dispute in CoachRx
Where to go
Go to your Business Suite
Click Disputes on the left-hand side
How to respond
In the Disputes dashboard, find the dispute awaiting action.
Click the dispute to respond.
Choose one path:
Accept the dispute
Challenge the dispute (submit evidence)
Accepting a dispute
If the dispute is valid, you can accept it. At that point, the customer has already received their refund through the dispute process. Accepting is not an admission of wrongdoing.
Owner responsibility
It is the sole responsibility of the Organization Owner to routinely review Disputes and respond in a timely manner.
Dispute Charges (Fees)
When you receive a dispute, the payment amount and a separate dispute fee are deducted from your account balance.
Card networks impose chargeback fees whether you fight the dispute or not, and whether you win or lose.
In CoachRx, a $15.00 dispute fee per dispute will be processed toward all disputed CoachRx accounts.
Avoiding Disputes (Best Practices)
To keep your operations healthy and your dispute rate low:
Set clear expectations by communicating what products or services are delivered.
Make sure product descriptions, refund policy, and guarantees are accurate and easy to understand.
Provide timely customer support. Many clients file disputes when they feel stuck or ignored.
FAQ
Q: What is a dispute (chargeback)?
A: When a client questions a card payment with their bank, the bank opens a formal dispute and reverses the payment.
Q: When does the money leave my account?
A: The bank deducts funds, then Stripe removes the funds from your Stripe balance to cover the deduction.
Q: Can I submit evidence more than once?
A: No. Banks only review evidence once. Use Save for later before the deadline if needed.
Q: How long does it take to get a decision?
A: Typically 60–75 days after the evidence due date. The decision is final.
Q: Do I get charged a fee even if I win?
A: Card networks charge Stripe a fee either way, and CoachRx processes a $15 dispute fee per dispute to disputed accounts.