In the rare event that one of your customers issues a dispute for one or more of their charges, you'll want to know your options on how to resolve them!
If you choose to counter the dispute, Stripe will ask for various documentation to support your counter claim with the client's bank.
In this article, we'll go over some best practices as well as the documentation available in Podia to help back up your counter claim.
Note: While we are happy to help in ways that we can, our scope of support is currently limited to the evidence outlined in this article.
How disputes work in Stripe
Before getting started, we recommend that you read over Stripe's dispute documentation to learn more about the process of handling disputes.
Their documentation goes over the types of disputes, steps to resolve them, documentation requirements, and also notes the associated fees.
In Stripe, you will see the claimant's reason for the dispute, and from there you can decide if you'd like to accept or counter the dispute.
How Podia can help
If you choose to counter the claim, Stripe will guide you through a submission process.
This process will require adding evidence that the customer's purchase was valid.
In Podia, the following evidence can be gathered:
Your personal terms of service
Pro-tip: State your refund policy clearly inside your terms!
Screenshots of course progress
Customer account details (eg. sign-up date, last active date, etc.)
Additionally, if you had conversations outside of Podia with the disputing customer, it is helpful to include those email chains in your counter claim.
At this time, we are not able to provide access logs or login histories for your customers.
If you have any questions at all, send us an email at [email protected] or click the icon below to chat.