You may need to deal with disputes, and it is important to know how to do this.
A dispute, also known as a chargeback, occurs when a client contests a transaction and requests a refund through their bank or credit card provider. One of the most common reasons for a dispute is when a client does not recognize a charge on their bank statement.
All disputes are managed directly with Stripe, and you will follow Stripe’s standard dispute resolution process. The typical steps include:
The client disputes a charge on their bank or credit card.
You receive a notification from BritePay/Stripe via email about the dispute.
You can choose to either challenge or accept the dispute.
If you challenge the dispute, you must provide supporting documentation to Stripe.
Stripe reviews the submitted documentation and makes a final decision on the dispute.
Accepting or challenging the dispute
Once you know the reason for the dispute, if you believe the dispute reason is incorrect and you want to challenge it, you can upload evidence supporting why the payment was valid through your Stripe Dashboard. After you submit evidence, Stripe will send it to the card issuer for their review.
If you accept the dispute it means you are agreeing that the dispute is valid and that you don't plan on challenging it. For more information, see FAQ page on accepting disputes.
Note - Respond Quickly
If you choose to challenge a dispute, be sure to respond quickly. The required response time varies depending on the client's card issuer, but most require a reply within 7 to 21 days.
Dispute timelines
Disputes typically take 2 to 3 months to be fully resolved, from the moment the client initiates the dispute to when a final decision is made. The only way to shorten this process is by accepting the dispute. For more details, see Stripe’s documentation on dispute timing.
Decisions on disputes
Once Stripe reaches a decision, the dispute status in your Stripe dashboard will be updated to either "won" or "lost." This decision is final, meaning neither you nor your client can appeal or overturn the outcome.
Dispute fees
Most payment processors charge dispute fees to help cover the time, costs, and resources involved in resolving disputes.
For full details on dispute fees for your region, see the "Processing Fees" section of BritePay documentation.