In a nutshell: When customers dispute a payment with their bank, they must provide evidence to support their claim. Sellers can challenge these disputes by presenting evidence that supports their side. Factors affecting the outcome include
When customers question a payment with their bank, they must show proof to back up their complaints. Banks want to keep their customers safe from unfair or wrong charges. As the seller, you can challenge the customer's claim by giving evidence that backs up your side. Even though Stripe can't control the bank's choice, it can help you know what to do in settling disputes. Keep reading to learn the steps to win a dispute on Stripe.
Your chances of winning a dispute depend on various things: the type of dispute, how strong your evidence is, and what payment method a customer used. Stripe's Radar for Fraud Teams uses clever computer programs to guess how likely you are to win a dispute. It gives you a guess score on your Dashboard.
To increase your chances of winning, it's important to make sure your evidence directly relates to the problem. Don't include long explanations or things that don't matter.
When dealing with disputes, it's important to show that the real cardholder approved the payment. To prove this, you can give proof, such as matching addresses, card code checks, or receipts. Stripe already adds address checks or card code results. But if you have more proof, such as 3DS checks, add that too to make your case stronger.
If customers complain about not getting what they ordered, or they say it's broken or not as described, you can provide evidence showing you delivered what you promised. For physical items, give detailed shipping proof, including the complete address. For digital items, evidence of system logs demonstrating usage.
Make sure your customer knows and agrees to your rules and refund policy when they buy something from you. Take a screenshot of the important parts of your policy during the checkout process. Don't include the whole thing because the bank might not review it all.
Combine files that show the same evidence to make things easier. Label each file with its type, and only give one piece of evidence for each type. This will make the process smooth and reduce the size of your files.
Sometimes, it's a good decision to settle a dispute, especially if you agree with the refund. Settling a dispute doesn't mean you're admitting you did something wrong. However, having good refund and return policies can prevent future disputes.
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