The purpose of a dispute is to recover funds for transactions that have already been captured. Disputes are often used to redress fraudulent transactions or problems with the quality or delivery of the product.
Stripe offers a guided Dashboard process and an API to submit disputes and monitor them through to resolution. This process typically takes between 30 and 90 days. For users managing occasional disputes, we recommend using the Dashboard. Users that handle a high volume of disputes may find it easier to programmatically manage disputes using the API.
Considerations before initiating a dispute
Check that the transaction is eligible to be disputed.
- The transaction must be a capture and not a refund.
- No part of the transaction has been refunded.
- Fewer than 110 days have passed since the transaction was captured.
- The transaction is not an ATM transaction or mobile push payment transaction.
In the Dashboard, the Dispute transaction button will only be enabled for eligible transactions. Similarly, in the API, attempts to dispute ineligible transactions will result in an error.
Next, ensure that the cardholder has exhausted other means of resolving the issue. They must attempt to return any products they received, cancel any ongoing services, and seek a refund directly from the merchant. Collect documentation of these attempts to use as evidence when filing the dispute.
Newly-created disputes begin in an
unsubmitted status. At this point, their evidence and metadata can be updated. Once all the required evidence has been added, you can then submit the dispute. If a dispute isn’t submitted within 110 days of the transaction clearing, it will be
Disputes in the
submitted status are being processed by Stripe and the card networks. As such, their evidence can no longer be updated — only their metadata can be altered. When the dispute is resolved (often weeks later), Stripe transitions it into either the terminal
|Funds transferred to your Issuing balance (usually associated with |
|Dispute transitioned into a |
Dispute reasons and evidence
Disputes can be submitted with one of the following reasons:
- Not received
- Merchandise not as described
- Service not as described
In the Dashboard, “Merchandise not as described” and “Service not as described” are consolidated under “Not as described”.
Each reason requires a different set of evidence: