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 disputes here: How Disputes Work

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 need to email your evidence to support@partial.ly. Partial.ly Support will submit your evidence to Stripe for the customer's bank to review.

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: Dispute Categories

Make sure you 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 on keeping evidence clear and accurate here: Keep your evidence relevant and to the point

What format should the evidence be in? Is there a limit?

Only PDF, JPEG, or PNG file types are accepted. The combined file size can’t be more than 5MB and the combined page count must be less than 50 pages.

Don’t include audio or video files, requests to call or email for more information, or links to click for further information (e.g., file downloads or links to tracking information) because the card issuer evaluating the dispute won’t take action on these. Card issuers won’t call merchants or follow external links, so it’s important to submit all available evidence in the required formats listed above.

For more on format requirements, please view the following Stripe article: Formatting documents and images to upload.

It is past the due date, can I still submit evidence?

Please email your evidence to support@partial.ly immediately to see if it can be submitted late.

Why did I lose the dispute?

Unfortunately, we are not given info as to why a dispute is lost. Although Partial.ly and Stripe transmit the evidence you provide against the dispute on your behalf, the dispute process, including the outcome, is managed entirely by the customer's bank. The bank’s decision is final and cannot be appealed or challenged.

The customer agreed to drop the dispute, now what?

Even though the customer has stated they’re withdrawing the dispute with their bank, it is still crucial to still send us your evidence. This will offer protection in the event the customer changes their mind, forgets to reach out to their bank to withdraw, or any other complication that may arise.

In order to start the withdrawal process for a dispute, the customer must notify their bank that they wish to withdraw or drop the dispute. Ask the customer for a copy of the letter of withdrawal or a screenshot of the re-billing as it appears on their statement once they have it. Once received, please send this as evidence to Partial.ly Support.

How can I prevent disputes in the future?

To learn more about how to prevent future disputes, see Preventing Disputes and Fraud.

Have more questions?

Email us at support@partial.ly