Handling Payment Disputes
Payment disputes (chargebacks) require quick response and documentation.
What is a Dispute?
A dispute occurs when a customer contacts their bank to reverse a charge instead of contacting you directly.
Common Dispute Reasons
Fraudulent: Customer claims they didn't authorize charge
Unrecognized: Doesn't remember the purchase
Product Not Received: Claims food not delivered
Product Unsatisfactory: Claims quality issues
Duplicate: Claims charged twice
Dispute Timeline
Day 0: Customer files dispute with bank
Day 1: Stripe notifies you via email
Day 7: Deadline to submit evidence
Day 14-90: Bank makes decision
Responding to Disputes
Required Evidence:
Order confirmation email
Delivery/pickup confirmation (photo, signature)
Customer communication history
Product photos
Refund policy
How to Respond:
Go to Stripe Dashboard
Click Disputes in left sidebar
Click on the disputed charge
Upload evidence files
Write a clear response
Submit before deadline
Best Practices
Respond Quickly: Within 48 hours of notification
Be Thorough: Include all relevant evidence
Stay Professional: Avoid emotional language
Document Everything: Photos, timestamps, signatures
Preventing Disputes
Clear Descriptions: Use recognizable business name on statements
Quick Refunds: Issue refunds before customers dispute
Good Communication: Respond to complaints promptly
Quality Control: Maintain high food standards
Delivery Confirmation: Require photos or signatures
Dispute Fees
Dispute Fee: $15 per dispute (charged by Stripe)
Won Disputes: Fee refunded
Lost Disputes: Fee retained + refund to customer