Respond to a dispute
When a buyer asks their bank for their money back, send your evidence before the deadline.
A dispute, or chargeback, is when a buyer asks their bank to reverse a payment. When one opens, we email you, and the order shows Disputed with the bank’s reason, such as “The buyer says it didn’t arrive”, and the date to respond by.
- In Orders, open the disputed order.
- Choose Respond in Payments.
- Find the dispute.
- Add your evidence: proof of delivery, tracking, messages with the buyer, or their download log.
- Send it before the date shown.
What happens next
The bank decides, using what you both send. Until then, Stripe holds the disputed amount, and the order shows the dispute as With the bank. It then shows Won or Lost.
If you don’t respond in time, the bank usually sides with the buyer.
While a dispute is open, the buyer’s downloads pause. If you win they come back; if you lose they end.
Heading disputes off
Many disputes start with a buyer who couldn’t reach you. Set a support email so buyers’ replies reach you, and refund promptly when something has gone wrong.
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