What is a chargeback or dispute?
A chargeback is when your customer reverses a transaction directly through their card-issuing bank. The disputed amount is automatically deducted from your next payout while the dispute is under investigation.
You'll be notified by email whenever a disputed charge needs your attention.
How do I view my chargebacks/disputes?
Log in to your Stripe Dashboard.
Go to the Payments tab and select Disputes.
Use the filters at the top to view disputes by status.
What do the different dispute statuses mean?
Needs Response — Stripe is waiting on you to submit a response before it can rebut the dispute on your behalf.
In Review — You've submitted documentation, and Stripe is waiting on a decision from your customer's card-issuing bank.
Won — The dispute was decided in your favor. The disputed amount will be returned to you in your next payout.
Lost — The dispute is closed and was not decided in your favor, either because the documentation/reason didn't satisfy the issuer, or no response was submitted in time.
How do I respond to a dispute?
You can challenge most disputes, as long as you submit strong evidence to the card issuer before the deadline.
Once a dispute is active, submitting evidence is the only way to overturn it — this is true even if your customer says they've withdrawn the dispute. Without a documented response, the dispute won't close in your favor.
To respond:
Review the cardholder's claim.
Decide whether to accept or challenge the dispute.
Gather evidence that supports your case.
Submit your response through the Stripe Dashboard.
What happens after a dispute is filed? (Dispute lifecycle)
The cardholder disputes the charge with their bank.
The cardholder's bank retrieves the funds from Stripe, and Stripe deducts the disputed amount plus a dispute fee from you (the merchant).
Stripe notifies you (the merchant) of the dispute.
You choose one of three actions:
Submit evidence — Stripe forwards your evidence to the cardholder's bank for review (this can take up to 75 days).
Accept the dispute — no further action is needed; the dispute is resolved against you.
Do nothing — the dispute is automatically resolved against you.
If you submitted evidence, the cardholder's bank makes a final decision:
Bank overturns the dispute — the fee and charge are returned to you.
Bank upholds the dispute — the fee and charge are not returned to you.