If a customer disputes a payment, Stripe manages the dispute directly through your connected Stripe account. Understanding how disputes work and where to manage settings, responses, and evidence helps you handle disputes more confidently and stay informed throughout the process.
This article explains how to manage payment disputes in Stripe and what actions to take in your Stripe account.
How Stripe disputes work
When a customer disputes a payment, Stripe creates a dispute case in your Stripe account.
Stripe may ask you to provide evidence to help defend the payment, such as:
Booking details
Customer communication
Attendance records
Terms and conditions
Refund policy information
💡 Important: Submit your response before Stripe’s deadline. If no evidence is provided in time, Stripe may automatically close the dispute in the customer’s favour.
Automated dispute responses in Stripe
Stripe offers optional dispute automation tools, including automated evidence submission and response handling. Some dispute automation features may be enabled by default in your Stripe account. Stripe manages these settings and features directly.
Depending on your Stripe configuration, automated dispute responses may:
Submit evidence automatically
Respond to disputes on your behalf
Apply additional Stripe fees when a dispute is successfully defended
You can manage these settings directly in Stripe.
Managing your Stripe dispute settings
To review or change your dispute settings:
Log in to your Stripe account
Open your Stripe dispute settings
Review any automated dispute handling features enabled on your account
Choose whether to manage disputes manually or use Stripe’s automated tools
✨ Stripe’s documentation includes more information about dispute management and Smart Disputes: Stripe Smart Disputes documentation
Information available in Bookwhen
Some dispute-related information may appear in Bookwhen, depending on the dispute status and Stripe synchronisation. However, full dispute management, evidence submission, dispute settings, and fee handling take place in Stripe.
For the most accurate and up-to-date information, please manage disputes directly in your Stripe account.