Content of this article
- Preliminary Remarks
- Disputes
- Statuses and their Meaning
1. Preliminary Remarks
Customers can dispute a payment for a variety of reasons. All payment disputes are logged in the Log Center.
This function is only available if Stripe is configured as the PSP.
It is also essential that all Stripe events are activated in the Stripe account. A list of these can be found here >> Stripe Events
More information on contested payments can be found in the Stripe documentation: Disputes and fraud | Stripe Documentation
2. Disputes
All customer disputes are listed in the Log Center under the menu item Disputes. Clicking on the customer ID takes you directly to the customer account concerned.
The list can be filtered by time period, dispute ID and customer ID.
The status history can be viewed via Details.
3. Statuses and their Meaning
Stripe distinguishes between the “warning needs response” and “needs response” statuses.
Warning needs response:
This status pertains to an inquiry, which is a preliminary stage before a formal dispute. In this phase, the cardholder's bank is seeking more information about a transaction. While no funds have been withdrawn yet, it's crucial to respond promptly to prevent escalation to a formal dispute.
Needs response:
This status indicates that the inquiry has escalated to a formal dispute (also known as a chargeback). At this point, the disputed amount has been withdrawn from your account. To recover these funds, you must submit evidence to challenge the dispute within the specified timeframe.
All statuses at a glance: