Dispute FAQs

Disputes are an unfortunate occurrence with online purchases. Please read this article in its entirety, along with all included Stripe articles for the best possible outcome to your dispute.

I have a dispute, what does that mean?

A dispute (also known as a chargeback, inquiry, or retrieval) occurs when a customer questions your payment with their bank or card issuer. To process a chargeback, the bank/issuer creates a formal dispute, which immediately reverses the payment, removing it from your Stripe account. ‌

You can read more about how disputes work here:

Does Partial.ly or Stripe control Disputes?

No, disputes and their outcome are controlled by the customer's bank. Partial.ly and Stripe can only submit your evidence for the bank's review.

Why did the customer dispute their payment(s)?

To see the dispute reason, please log into partial.ly/login and go to Payments > Disputes. There will be a column for the dispute reason.

How do I respond to the dispute?

You will receive an email notification instructing you to upload evidence from your Stripe account at www.stripe.com.

You can also access the payment's Stripe page by clicking the Stripe link under the payment details.

When is evidence due?

To see the evidence due date, please log into partial.ly/login and go to Payments > Disputes. There will be a column for the due date.

What evidence do I need to send?

Evidence should be appropriate for the reason for the dispute. For example, a response to a dispute with the reason “product not received” should have evidence that includes shipping information and any screenshots of package tracking.

For a comprehensive list of what evidence is appropriate for your dispute reason, please read the following Stripe article:

Make sure to keep your evidence relevant and to the point. Card issuers review thousands of dispute responses every day. A long introduction about your product or company, complaint about the customer, or the unfairness of the dispute isn’t going to make your responses more compelling. Instead, provide only the facts surrounding the original purchase, using a neutral and professional tone. Stripe offers guidance in the following articles: