Payments & Billing
Handle Payment Disputes
Respond to Stripe chargebacks by generating evidence documents and submitting them before the deadline.
When a customer disputes a charge with their bank, Stripe creates a dispute (also called a chargeback). You have a limited window to respond with evidence. Resytech helps by extracting payment evidence from Stripe and generating a dispute response document.
Prerequisites
- A connected Stripe account.
- A booking with a disputed card payment.
How Disputes Work
- The customer contacts their bank and disputes a charge.
- Stripe notifies you of the dispute and temporarily reverses the charge (the funds are held).
- You have until the evidence due date to submit a response.
- If you submit compelling evidence, the bank may reverse the dispute in your favor.
- If you do not respond or the evidence is insufficient, the dispute is lost and the funds are returned to the customer permanently.
Dispute Information
When you view a disputed payment, the system retrieves these details from Stripe:
Dispute Details
| Field | Description |
|---|---|
| Dispute ID | Stripe's unique identifier for the dispute (starts with dp_) |
| Charge ID | The original charge that was disputed |
| Amount | The disputed amount (may be less than the full charge for partial disputes) |
| Currency | The currency of the dispute |
| Reason | Why the customer disputed (see reasons below) |
| Status | Current dispute status |
| Created | When the dispute was filed |
| Evidence Due By | Deadline for submitting evidence |
| Is Charge Refundable | Whether the charge can still be refunded (as an alternative to fighting the dispute) |
| Network Reason Code | The card network's specific reason code |
| Evidence Submitted | Whether evidence has already been submitted and how many times |
Common Dispute Reasons
| Reason | Meaning | Best Evidence |
|---|---|---|
fraudulent | Customer claims they did not authorize the charge | 3D Secure proof, IP address, booking confirmation |
duplicate | Customer claims they were charged twice | Show distinct bookings/services for each charge |
product_not_received | Customer claims service was not delivered | Signed waivers, check-in records, photos |
product_unacceptable | Customer claims service quality was poor | Terms of service, waiver, communications |
subscription_canceled | Customer claims a recurring charge continued after cancellation | N/A (Resytech does not use subscriptions) |
unrecognized | Customer does not recognize the charge | Statement descriptor, booking confirmation email |
Charge Evidence
Resytech extracts detailed evidence from the original charge to help you build your response:
Payment Method Details
| Field | Description |
|---|---|
| Card Brand | Visa, Mastercard, Amex, etc. |
| Card Last 4 | Last 4 digits of the card |
| Card Country | Country where the card was issued |
| Card Funding | Credit, debit, or prepaid |
| Authorization Code | The bank's authorization code for the transaction |
| Network Transaction ID | Unique ID from the card network |
Security Checks
| Check | Meaning |
|---|---|
| CVC Check | Whether the security code matched (pass, fail, unavailable) |
| Address Line 1 Check | Whether the billing address matched |
| Address Postal Code Check | Whether the billing ZIP code matched |
3D Secure Results
If the payment used 3D Secure authentication:
| Field | Description |
|---|---|
| Result | The 3DS authentication result (authenticated, attempted, etc.) |
| Version | 3DS protocol version (1.0 or 2.0) |
| Authentication Flow | How authentication was performed (challenge, frictionless) |
3D Secure is strong evidence in fraudulent disputes because it proves the cardholder authenticated the transaction.
Risk Assessment
| Field | Description |
|---|---|
| Risk Score | Stripe Radar's risk score (0--100, higher = riskier) |
| Risk Level | normal, elevated, or highest |
| Network Status | How the card network evaluated the transaction |
| Outcome Type | Whether Stripe approved or blocked the charge |
| Seller Message | Human-readable description of the risk assessment |
Generate a Dispute Document
Resytech can generate a PDF document containing all the evidence for a dispute.
- Open the booking with the disputed payment.
- Click Generate Dispute Document.
- Configure what to include:
| Option | Default | Description |
|---|---|---|
| Charge ID | Required | The Stripe charge ID (ch_...) for the disputed payment |
| Dispute ID | Optional | The Stripe dispute ID (dp_...) for additional context |
| Include Waivers | Yes | Include any signed waivers as evidence of the customer's agreement |
| Include Communications | Yes | Include email/SMS communication history with the customer |
| Additional Notes | No | Free-text notes to include in the evidence document |
- Click Generate.
- Download the PDF and upload it to the dispute response in the Stripe Dashboard.
Responding in Stripe
After generating your evidence:
- Log in to your Stripe Dashboard at dashboard.stripe.com.
- Navigate to Payments > Disputes.
- Find the dispute and click on it.
- Upload the evidence document and fill in the response fields.
- Submit the evidence before the deadline.
You can submit evidence only once per dispute. Make sure your response is complete before submitting.
Tips
- Respond quickly. You typically have 7--21 days depending on the card network. The exact deadline is shown in the dispute details.
- 3D Secure is your strongest defense against fraudulent disputes. Consider enabling 3DS for all card payments.
- Waivers are valuable evidence. If the customer signed a waiver before the activity, it proves they were present and agreed to the terms.
- Accept the dispute if appropriate. If the customer has a legitimate complaint, it may be better to accept the dispute (or proactively refund) rather than fight it. Lost disputes incur additional fees from Stripe.
- Stripe charges a dispute fee (typically $15) regardless of the outcome. This fee is returned only if you win the dispute.
What to Do Next
- Issue a Refund -- if you choose to refund instead of fighting a dispute.
- Set Up Stripe -- review your Stripe configuration.