Disputes and chargebacks

A dispute (or chargeback) is when a cardholder asks their bank to reverse a payment, for example because they don't recognise it or say the goods never arrived.

Disputes are handled entirely in Stripe. Comrc doesn't show them in the console, and a dispute doesn't change the order's status in Comrc. Stripe lets you know about a dispute, and you see and answer it in your Stripe Dashboard.

What to do

1. 1Open the dispute in your Stripe Dashboard and note the reason and the date Stripe needs your response by.
2. 2Find the order in Comrc: search Orders for the customer's name, phone or email, or the order number.
3. 3Gather your evidence from the order: what was bought, the delivery address, the carrier and tracking number, and the timeline of what happened. Print gives you a copy of the order.
4. 4Send your response to Stripe before the deadline, following Stripe's guidance for that type of dispute.
5. 5Add an internal note to the order so your team knows about the dispute.

If the customer is right, for example the parcel really was lost, you can accept the dispute in Stripe. Don't refund the order as well: that would pay the customer back twice.

Stripe decides the fees for disputes, how money is held while one is open and how long it takes. See Stripe's documentation on disputes for the details.