Preliminary Remarks
Customers can dispute a payment for a variety of reasons. All payment disputes are logged in the Log Center.
This function is only available if Stripe is configured as the PSP.
It is also essential that all Stripe events are activated in the Stripe account. A list of these can be found here >> Stripe events
More information on disputed payments can be found in the Stripe documentation: Disputed payments and fraud | Stripe documentation
Disputes
.png)
All customer payment disputes are listed in the Log Center under the menu item Disputes. Click on the customer ID to go directly to the relevant customer account.
The list can be filtered by time period, dispute ID and customer ID.
The status history can be viewed via Details .
.png)
Statuses and their meaning
Stripe distinguishes between "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 While no funds have been withdrawn yet, it's crucial to respond promptly to prevent escalation to a formal dispute.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. |