Disputes
A dispute, or chargeback, is when a customer asks their bank to reverse a card payment. The bank takes the money back while it decides, and you can send evidence that the charge was valid. You respond from Paybrain, and your evidence goes to the bank through Stripe.
What happens when a payment is disputed
- The disputed amount is taken from your Stripe balance, and Stripe charges a dispute fee. See Plans and fees.
- Paybrain emails you (Payment Dispute Received) and sends a notification to the Paybrain app.
- You submit evidence, or accept the dispute, before the deadline shown on the dispute.
- The customer's bank decides. If you win, the disputed amount comes back to your balance.
Find your disputes
- Web: go to Balance and scroll to Payment Disputes. Each dispute shows the amount, reason, status, when it was opened, Evidence Due and the sale it came from.
- Paybrain app: open the Balance tab and scroll to Payment Disputes. Tap View on a dispute.
The Sales overview in Reports also counts open disputes.
| Status | What it means |
|---|---|
| Needs Response | An early warning from the bank. Respond now. |
| Respond Now | A formal dispute waiting for your evidence |
| Under Review | You've responded and the bank is deciding |
| Won | The bank sided with you |
| Lost | The bank sided with the customer |
| Refunded | The payment was refunded |
Submit evidence
Open the dispute
On the web, click Respond on the dispute. You'll see the amount, reason and Evidence Due By date. An alert warns you when the deadline is three days away or less.
Explain what happened
Under Respond to Dispute, fill in General Evidence Description: what was sold, when, and why the charge is valid. Add Product or Service Description, Refund Policy Explanation and Cancellation Policy Explanation where they apply.
Attach documents
Choose a Document Type, such as Receipt, Shipping Documentation, Customer Signature or Customer Communication, and upload the file. Images, PDFs and Word files work. You can add one file per type.
Submit
Click Submit Evidence. This sends everything to the bank in one go. You can't add more afterwards, so attach everything first.
In the Paybrain app, open the dispute and use Submit Evidence. It has the same fields, and Upload File for documents.
Accept a dispute
If the customer is right, or the amount isn't worth contesting, accept it. On the web, click Accept Dispute (Lose Funds). In the Paybrain app, tap Accept. The customer keeps the refund and the dispute closes.
You can't accept a dispute after you've submitted evidence.
Who can respond
Under Settings›Team Members on the web, a team member needs View on Balance to see disputes, and Manage on Balance to submit evidence or accept one. The account owner can always do both.