How to Respond to Chargebacks with TowPay

What is a chargeback or dispute?

A "chargeback" is the reversal of a transaction, initiated by your customer, through their card-issuing bank. The amount of the transaction is automatically deducted from your next payout while the investigation of the transaction occurs

You will be notified via email that there is a disputed charge that needs your attention. 

1. Log into your Stripe Dashboard here:

2. Head to your Payments Tab and filter to Disputes

You can view the details of your chargebacks based on the filters at the top.

  • Needs Response - Stripe is awaiting your response to move forward with rebutting the transaction on your behalf. 
  • In Review - You have provided documentation to rebuttal the dispute and Stripe is awaiting a response from your customer's issuing bank for a decision. 
  • Won - The dispute was found in your favor and you will be funded back the amount for the chargeback in your next payout. 
  • Lost - The dispute no longer needs action. The dispute was not found in your favor based on the documentation provided and the reason for the dispute OR Stripe did not receive a response from you. 

Responding to the Dispute

In most cases, you have the ability to challenge a disputed payment, as long as you submit strong evidence to the card issuer that invalidates the dispute claim before the deadline.

As soon as a dispute is active, the only way to overturn it is by submitting evidence in a response. Even in cases where your customer claims to have withdrawn the dispute, you must respond with evidence for the dispute to be closed in your favor. Submitting evidence is what signals to the issuer that you don’t accept the dispute and want to have the funds returned to you.

  • Review the cardholder’s claim
  • Evaluate whether to accept or challenge the dispute
  • Gather appropriate evidence to respond to the dispute
  • Use the Dashboard to submit your response

Dispute Lifecycle

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