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Disputes and fraud
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HomeBusiness operationsFraud detection

Disputes and fraud

Learn what disputes are, how the process works, and how to prevent them from happening.

In response to the elevated disputes being faced by many merchants in the travel & entertainment industries due to COVID-19, Visa and Mastercard have issued guidelines on how to resolve disputes related to goods and services cancelled directly due to a government order or prohibition. If the disputes your business is receiving fall in this category, please proceed to this guide for guidance on how to submit dispute evidence before the submission due date.


For all industries, some of the quickest, easiest actions you can take are to proactively communicate with your customers and issue refunds where appropriate, especially when requested.

A dispute (also known as a chargeback, inquiry, or retrieval) occurs when a cardholder questions your payment with their card issuer. An inquiry or retrieval is solely a request for more information about the charge, which may escalate to a chargeback. To process a chargeback, the issuer creates a formal dispute which immediately reverses the payment. The payment amount, along with a separate $15.00 dispute fee (for users in the United States), is then deducted from your account balance.

To help our users submit the best possible response, Stripe provides a guided process within the Dashboard. This allows you to provide all of the necessary text and images you feel are appropriate.

Managing and preventing disputes

  • How disputes work

    Learn the terminology and lifecycle of disputes.

  • Responding to disputes

    Respond to disputes using best practices.

  • Dispute withdrawals

    Provide the appropriate evidence when disputes are withdrawn.

  • Measuring disputes

    See how excessive disputes could impact your business.

  • Preventing disputes

    Learn how to best protect against disputes and fraudulent payments.

If you need help with a dispute, contact support.

Additional resources

  • Disputes on Connect platforms

    Learn about the dispute responsibilities on Connect platforms.

  • Monitoring programs

    Learn about the monitoring programs that card networks operate.

  • High risk merchant lists

    Learn about Mastercard’s Alert to Control High-Risk Merchants list.

Questions? Contact us.
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