Overview
Payment disputes (chargebacks) are never fun, but they are an unavoidable part of running a business. In this article, we will break down the steps for handling a dispute opened by a customer via Stripe Express.
Why was my order refunded?
A Stripe Express dispute is opened when your customer files a chargeback with their financial institution. Stripe will immediately reverse the payment in question while waiting for you to submit further information to support your side of the claim. Please be aware that this process is automatically managed by Stripe, and unfortunately, GotPhoto is unable to stop chargebacks from happening. However, you have the ability to respond to the dispute with a counter-claim containing all relevant evidence in your favor. Keep reading to learn more about this process.
Managing a Dispute
When a customer submits a dispute via Stripe, you will receive an email and see a notification in your GotPhoto dashboard:
Your first step should always be to settle a dispute directly with your customer.
If you are not able to resolve the dispute independently, Stripe will be the arbiter between you and your customer.
NEW: Beginning December 2024, you will now be able to handle disputes directly from within your GotPhoto account, without requiring help from our Customer Care Team. This will ensure you have complete control over the dispute process and do not need to wait for assistance.
To manage your dispute, click the blue Details button in the banner at the top of the individual order page:
This will open a window from Stripe where you can either accept or counter the dispute.
If you choose to counter the dispute, the following screen will provide you with the opportunity to submit information and evidence in your favor. Evidence can be a screenshot of the customer communication or any document that will help you win the dispute. All common file types are accepted.
Please note: The dispute management screens, while appearing in your GotPhoto account, are run by Stripe, and GotPhoto does not control their content.
When the dispute is closed, Stripe will distribute the funds based on the decision. Please note that a $15 / £20 dispute fee will be deducted by Stripe. For more information on disputes, check out this article from Stripe: How Disputes Work
The Takeaway
To prevent disputes, keep your Terms & Conditions section in GotPhoto current. When dealing with a customer payment dispute, start by trying to resolve it directly with the customer. If this isn't possible, or you have evidence supporting your case, contact our Customer Care team. Provide details about the dispute's nature and any relevant evidence to facilitate a speedy resolution.