When a customer asks their bank to reverse a payment, that's a dispute — a chargeback. You get the chance to put your side of it.
Where to Find This
Navigate to Services → Account → Payments Account → Disputes sub-tab, described as "View and manage payment disputes and chargebacks". The card is headed Payment Disputes.
Everything on this screen — the case list, the statuses, the deadline and what you're asked for — is Stripe's, brought into Bizzly so you can start from here. Bizzly doesn't run any dispute process of its own, so the rules, the timings and any fee are Stripe's and its bank partners'.
What Is a Dispute?
A customer's bank has reversed, or is threatening to reverse, a payment. Common reasons:
- They don't recognise the charge on their statement.
- They feel the service wasn't delivered as promised.
- They say they never authorised the payment.
Checking for Disputes
- 1
Go to Services → Account → Payments Account
- 2
Open the Disputes sub-tab
Any open cases are listed, with the ones needing a response from you flagged by Stripe.
- 3
Open a case to read it
Stripe shows the customer's claim, the amount, its current status and the date it must be answered by.
Every dispute has a response deadline set by Stripe and the customer's bank. Miss it and the case is decided against you automatically. The date is on the case — work to that, not to a rule of thumb.
Responding to a Dispute
The Disputes sub-tab is Stripe's own disputes list. Open the case there and follow Stripe's response steps — it will tell you what it wants and where to put it.
- 1
Gather your evidence
Anything that shows the service was ordered and delivered:
- Booking confirmations and attendance records
- Emails or messages with the customer
- Photos of completed work
- Signed agreements
- Delivery receipts
- 2
Write a short, clear explanation
What was bought, when it was delivered, and what contact you've had with the customer. Plain and factual beats long.
- 3
Follow Stripe's steps on the case and submit before the deadline
Whatever Stripe asks for, give it there. Stripe passes your response to the bank, which makes the decision.
Some of what Stripe asks for may need its own Dashboard rather than the screen inside Bizzly. Open it from Services → Account → Payments Account → Products → Open Stripe Dashboard, sign in, then open Stripe's own Payments or Disputes section to find the case and finish the response there. It's the same account either way — and the deadline is the same too, so don't let the detour cost you a day.
Preventing Disputes
Communicate clearly
- Send booking confirmations.
- Follow up after the service.
- Answer worried customers quickly.
Keep records
- Save customer messages.
- Note what you delivered and when.
- Get things in writing where you can.
Make your charges recognisable
Most "I don't recognise this" disputes are a customer failing to connect your business name to their statement. The name that appears on statements is part of your Stripe account settings — edit it under Services → Account → Payments Account → Account, on Stripe's account management screen.
What If You Lose?
If the bank decides against you, the payment goes back to the customer. Stripe may also charge a dispute fee, and it monitors how often your account is disputed — too many can affect your account with Stripe. The current fee and the thresholds are Stripe's, and are set out in your Stripe Dashboard.
If a customer is unhappy and you'd probably refund them anyway, refunding directly is usually cheaper and simpler than fighting a dispute. Once the bank is involved you're on their timetable, not yours.
Related Articles
- Viewing Your Payment History - Finding the original payment
- Understanding Your Payouts - Why disputes can hold money back
- Connecting Your Stripe Account - Where your account details are managed