Disputes

When a cardholder disputes a charge with their bank, Stripe opens a chargeback. The portal records every dispute automatically and lists them under Admin > Disputes (/admin/disputes, also linked from the Reports hub).

The disputes list

Each dispute shows:

• Amount and the Family the payment belonged to
• Reason as reported by the bank — Fraudulent, Duplicate, Product not received, Unrecognized, and so on
• Status — a red badge (Needs response, Needs response (early warning)) means action is required; grey statuses are under review, won, or lost
• Evidence due — the deadline for submitting evidence. It turns bold red within three days of the deadline
• Opened
• Respond in Stripe — opens the dispute in the Stripe Dashboard

When there are none, the page says No disputes. Stripe chargebacks will appear here as they happen. Open disputes also appear under Needs attention on the Admin Home dashboard.

Responding

1. Click Respond in Stripe on the row
2. In the Stripe Dashboard, upload your evidence — the receipt, registration record, check-in history, or waiver — before the Evidence due date
3. Stripe updates the status here as the bank decides

A dispute with no response by the deadline is lost by default and the amount, plus Stripe’s dispute fee, is deducted from the club’s balance.

Getting alerted

Choose who is emailed when a dispute opens under Admin > Settings > Notifications > Dispute Alerts. The email is titled New payment dispute with the amount. With nobody selected no email is sent, but the dispute is still recorded here. See Notification Recipients.

Tip

Refunding a disputed payment yourself does not close the dispute — respond in Stripe, or accept it there.