Payment disputes
How to handle chargebacks and disputed payments.
A dispute (also called a chargeback) happens when a client contacts their bank to reverse a charge. The bank temporarily withdraws the funds from your account while the dispute is investigated.
Where disputes appear
Disputed transactions show in Reporting → All Payments with a status of "Dispute." You can track all disputes from this report.
[IMAGE TODO] Take a screenshot showing the Reporting - All Payments screen filtered to show transactions with a "Dispute" status. Show at least one disputed transaction with its details visible in the list.
Responding to a dispute
Disputes have a deadline — typically 7–21 days depending on the card network. Missing the deadline means you forfeit the disputed amount.
To respond:
- Go to your Stripe Dashboard — disputes are managed directly in Stripe, not Arketa
- Find the disputed transaction
- Submit evidence supporting the legitimacy of the charge
Strong evidence includes:
- Signed waiver or service agreement
- Booking confirmation showing the client's name and email
- Email communication with the client
- Check-in records showing they attended
- Screenshot of your cancellation policy at the time of purchase
Preventing disputes
- Send booking confirmations with clear descriptions of what was purchased
- Make your cancellation policy visible and explicit at checkout
- Require a signed liability waiver — this creates a paper trail
- Respond promptly to client complaints before they escalate to a dispute
Dispute outcome
Disputes are resolved by the bank — Stripe presents your evidence and the bank decides. If you win, the funds are returned. If you lose, the disputed amount remains with the client.
Dispute fees from Stripe typically apply regardless of outcome — check Stripe's current fee schedule.