Preliminary Remarks
All customer invoices created are documented in the Invoices tab. The invoice can be canceled or corrected via the detail view of an invoice. More information on managing invoices can be found in this entry >> Invoice Processing Options
The tab Disputes displays disputed payments and the corresponding status, if available.
Note: This function is only available if the PSP Stripe is used and the corresponding Stripe events are activated in the Stripe account.
The Invoices tab
The overview in the Invoices tab shows details about the customer's invoices in a table.
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The invoice can be opened in the detail view to obtain more information about the invoice and to carry out further actions, such as resending or correcting the invoice. The invoice and XRechnung can be downloaded and canceled directly here.
Click on the arrow to open the corresponding offer(s), which can be opened with a click to view more information about the offer.
The Type column shows if it is a cancellation invoice, correction invoice or normal invoice. If an invoice is corrected, the "old" invoice is canceled and a new correction invoice is created.
The Disputes tab
All payment disputes initiated by the customer are logged in the tab Disputes .
Note: This function is only available if Stripe is used as the PSP and the corresponding Stripe events are activated in the Stripe account.
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Stripe distinguishes between the "warning needs response" and "needs response" statuses.
Warning needs response:
This status pertains to an inquiry, which is a preliminary stage before a formal dispute. In this phase, the cardholder's bank asks for further information about a transaction. While no funds have been withdrawn yet, it's crucial to respond promptly to prevent escalation to a formal dispute.
Needs response:
This status indicates that the inquiry has escalated to a formal dispute (also known as a chargeback). At this point, the disputed amount was debited from your account. To recover these funds, you must submit evidence to challenge the dispute within the specified timeframe.
All statuses at a glance:
Status | Description |
|---|---|
warning needs response needs response | Informal/formal payment dispute requires a reaction on your part |
warning under review under review | Informal/formal payment dispute is reviewed |
warning closed | Informal payment dispute concluded |
won | Indicates that the bank has decided in your favor and averted the dispute. In this case, the issuing bank returns the debited amount to Stripe and Stripe returns this amount to you. |
lost | Indicates that the bank has decided in favor of the account holder and allowed the dispute. |