What are disputes?
A dispute occurs when your customer contacts their bank to challenge a charge. Common reasons for disputes include:
• The customer is unhappy with the product and has not received a refund.
• The customer claims they did not receive the product.
• The customer believes the transaction is fraudulent.
Financial Consequences:
When a dispute is raised, the following amounts will be deducted from your account:
• Dispute Amount: This is refundable if we win the dispute.
• Stripe Dispute Fee: £20 (non-refundable).
These amounts will appear as ‘reverse transfers’ from your Stripe account to EMenu to cover the mandatory fees set by the payment processor while the dispute is being resolved. The disputed transaction will be reversed, and £20 will be deducted from your most recent transactions. You will receive an email explaining this and outlining the next steps.
EMenu will provide you with a screenshot of the dispute, any reasons given for the dispute, and the invoice we have on record for that transaction. If we do not receive a response from you, we will challenge the dispute using the information we have. However, if you can provide additional proof, such as evidence that the product was delivered or a refund was issued, this will increase your chances of winning the case. The bank will review the submitted evidence and make a decision.
Your Options:
You have three choices that need to be actioned within 10 days of the dispute being raised:
1. Convince the customer to withdraw the dispute – Contact the customer and ask them to withdraw the dispute with their bank. Getting the customer to withdraw the dispute is the best option for maintaining the health of your Stripe account, as too many lost disputes could result in account closure.
2. Challenge the dispute – Submit evidence (e.g. receipts, emails, proof of delivery) to support your case.
3. Do nothing – The dispute will likely be processed as is, but we may still challenge it if we believe we have enough evidence.
Please let us know how you would like to proceed. If we don’t hear from you, we will choose option 3 by default.
Recommended Action:
We recommend contacting the customer as soon as possible to understand the reason for the dispute. If you can resolve the issue amicably, ask the customer to withdraw the dispute with their bank. Once the bank confirms the dispute has been withdrawn and the funds have been returned, we will transfer the disputed amount back to your Stripe account and notify you.
For More Information on Disputes:
1. Learn how to resolve disputes: Watch Here
Disputes begin when a customer questions a payment with their bank. Don’t worry—disputes are a normal part of doing business online. We are here to help you understand how to handle them.
2. What should I do next? Watch Here
You have two options:
• Counter the dispute: Gather evidence (such as emails, receipts, or screenshots) and submit it to the cardholder’s bank. If you can convince their bank that the charge is legitimate, you will be refunded the transaction amount, minus any applicable Stripe fees.
• Accept the dispute: Agree that the customer can keep the transaction amount and close the dispute. If you don’t respond before the deadline, the dispute will be accepted by default.
3. How long does it take? Watch Here
If you decide to challenge a dispute, the process usually takes 40–90 days. Stripe will manage the dispute on your behalf, but the final decision is made by your customer’s bank.
If you are not sure what to do, email support@emenunow.com