If a patient disputes a charge, Stripe will send you a notification of the disputed charge.
In most cases, the cardholder's bank will immediately refund the transaction. Stripe will then deduct the disputed amount and fee from your account the day after a dispute is received. If the dispute is resolved in your favor, the amount will be refunded to your account.
Stripe will offer a guided evidence submission flow right from your dashboard to help you.
Once you’ve been notified of a dispute, you have a few options:
- If you have contact details for the customer, you can get in touch with them to understand the reason for the dispute. It’s possible (maybe even likely) that the customer simply did not recognize the transaction; contacting them can often help resolve the issue quickly. If the dispute is the result of a misunderstanding, the customer can ask their bank to withdraw the dispute. Even if your customer withdraws, it’s still important to provide evidence in the case.
- You can respond to the dispute. To do this, simply visit the dispute’s page (at the URL we email you) and provide evidence appropriate for the dispute category. We will guide you through the appropriate evidence to provide depending on the type of dispute. We will submit any information you can provide to your customer’s credit card company and keep you posted afterwards.
- You can accept the dispute—effectively agreeing to the bank’s refund of the transaction. You should always perform this action if you do not intend to respond and submit evidence.
Once evidence has been provided it generally takes 60-75 days to reach a decision.
Again please note, even if the patient has withdrawn the dispute, you will need to submit evidence that the charge was valid. You will also want to submit evidence showing that the patient said they would withdraw the dispute.
Additional help articles from Stripe on how to respond to disputes can be found here, here, here, and here.