Manage customer disputes in Stripe Express

Table of contents

• Overview
• Why was my order refunded?
• Managing a dispute
• The takeaway

Overview

Payment disputes (chargebacks) are a common challenge. This guide explains how to respond to disputes opened via Stripe Express and outlines best practices for managing the process.

Why was my order refunded?

When a customer initiates a chargeback, Stripe Express automatically reverses the payment. This action is managed solely by Stripe. However, you can respond with a counter-claim and supporting evidence to challenge the dispute.

Managing a dispute

You will be notified of a new dispute via email and within your GotPhoto dashboard:

Follow these steps to manage the dispute:

1. Attempt to resolve the issue directly with your customer.
2. If unsuccessful, Stripe will mediate the dispute.
3. [New] As of December 2024, disputes can be handled directly in your GotPhoto account without needing Customer Care support.
4. Click Details in the banner at the top of the individual order page.
5. This opens Stripe’s interface, where you can accept or counter the dispute.

If you choose to counter the dispute, you will be able to:

• Submit documents, screenshots, or other evidence
• Upload any file type

Helpful Stripe resources:

• How disputes work
• Dispute evidence: best practices
• Respond to disputes

Please note: The dispute windows are hosted by Stripe and not controlled by GotPhoto.

When the dispute concludes, Stripe decides the outcome. A $15 (or £20) fee is applied regardless of the result.

The takeaway

Keep your Terms & Conditions up to date to reduce disputes. Always try to resolve issues directly with customers. If escalation is needed, prepare strong evidence and manage the process directly in GotPhoto or contact Customer Care with the necessary details.