What is a dispute?
A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their bank or credit card company.
The bank creates a formal dispute which immediately reverses the payment, deducting the amount from your Stripe account balance. In the event your Stripe account balance is less than the amount to refund, the funds will be withdrawn from your bank account.
Why did it happen?
Disputes typically stem from a miscommunication of sorts. Check out our best practices here.
What are my options?
Resolve the Dispute Internally
The BEST option is to resolve the dispute with the member directly by:
Reach out to the member and explain the charge. In any case, instruct them to drop the dispute with their bank.
Once you have confirmation the dispute is dropped, reach out to us at Triib to ensure the disputed funds have been reinstated to your account.
When the funds have been reinstated, issue a full refund on the invoice in Triib.
Fight the Dispute
There is a dispute resolution process through which you can respond and submit evidence to make your case that the payment was valid.
If you win: the dispute is found in your favor and the disputed amount is returned back to you.
If you lose: the dispute is deemed valid by the member's bank, that decision is final and the cardholder’s payment remains refunded. Losing a dispute will also incur a $15 dispute fee.
Accept the Dispute
If you do not wish to fight the dispute by submitting evidence, you are validating the member's reason for dispute and are therefore accepting the refunded payment as well as the $15 dispute fee.
In any case, please reach out to us at firstname.lastname@example.org when a dispute occurs with how you'd like to proceed.