If a customer disputes a payment for services you've provided, you can respond through Stripe by submitting evidence that supports the charge. This guide explains how to find disputes, decide whether to challenge them, and gather supporting documentation from Homeworks.
What is a payment dispute?
A payment dispute, also called a chargeback, happens when a customer contacts their bank to challenge a charge made to their credit or debit card.
Customers may dispute a payment for reasons such as:
They don't recognize or didn't authorize the charge.
They claim they never received the service.
They're dissatisfied with the quality of the service.
They believe they were charged after canceling a service.
When a dispute is opened, the disputed funds may be withdrawn from your account while the customer's bank reviews the case.
❗️ The customer's bank makes the final decision about the dispute, not Homeworks.
Step 1: Find your payment disputes in Stripe
Log in to your Stripe Dashboard.
Select Disputes from the left-hand navigation.
Review any open disputes that require a response.
Click a dispute to view its details.
Stripe displays information including:
The disputed payment amount.
The reason the customer disputed the charge.
The deadline to submit your response.
An estimated likelihood of winning the dispute, when available.
Important: Every dispute has a response deadline. If you don't respond before that deadline, you may automatically lose the dispute.
Step 2: Review the reason for the dispute
Before responding, review the customer's reason for disputing the payment.
Stripe provides guidance about different dispute types and what evidence may help you challenge them.
For example, if a customer claims a charge was fraudulent, you'll want documentation demonstrating that the customer authorized the service and that the service was performed.
If a customer claims they never received a service, you'll want evidence showing when and where the work was completed.
You can review Stripe's documentation for additional guidance:
Step 3: Decide whether to accept or counter the dispute
Stripe provides two options for handling a dispute.
Accept the dispute
Accepting a dispute means you aren't challenging the customer's claim. The disputed funds are returned to the customer if they haven't already been withdrawn.
You may choose this option if:
The customer was charged incorrectly.
The customer was entitled to a refund.
You don't have sufficient evidence to challenge the dispute.
The cost of fighting the dispute outweighs the disputed amount.
Counter the dispute
Countering a dispute means you're challenging the customer's claim by submitting evidence to their bank.
This may be appropriate if:
The customer authorized the charge.
You provided the agreed-upon service.
You have documentation supporting the transaction.
Important: Stripe may charge dispute-related fees, including fees associated with challenging a dispute. Review the fees shown in your Stripe account before deciding how to proceed.
Step 4: Gather supporting evidence from Homeworks
If you decide to counter the dispute, gather documentation demonstrating that the charge was legitimate.
The strongest evidence directly addresses the customer's reason for disputing the payment.
Accepted estimates
An accepted estimate can help demonstrate that the customer agreed to the service and its price.
To find an estimate:
In Homeworks, navigate to Finances > Estimates.
Locate the customer's accepted estimate.
Open the estimate and select Print.
Save the estimate as a PDF to include with your evidence.
Before-and-after photos
Photos can help demonstrate that the service was completed.
Open the completed visit in your Homeworks schedule.
Locate the before-and-after photos associated with the visit.
Save screenshots of the photos to include with your dispute evidence.
Payment receipts
Payment receipts can help document the transaction.
Open the disputed payment in Stripe.
Locate the receipt associated with the payment.
Select View receipt.
Download or save a copy when available.
Customer communications
Messages between you and the customer may help establish that the customer requested or approved the service.
Gather relevant communications, such as:
Text messages confirming the service.
Emails discussing the estimate or scheduled work.
Messages acknowledging that the service was completed.
Tip: Include documentation showing the customer's name, service address, and relevant dates whenever possible.
Step 5: Submit your evidence in Stripe
Once you've gathered your documentation, return to the dispute in Stripe.
Open the disputed payment.
Select the option to Counter the dispute.
Choose the reason you're challenging the dispute.
Describe the product or service provided.
Select the appropriate service category, such as Offline service for lawn care or other in-person work.
Upload your supporting evidence.
Verify the customer's information and service date.
Add a written explanation describing why the charge was legitimate.
Review your response and select Submit evidence now.
Stripe may ask you to confirm that your response is complete before submitting it.
Important: Review your evidence carefully before submitting. Make sure it directly addresses the dispute reason and includes all relevant documentation.
Step 6: Wait for the bank's decision
After submitting your evidence, the customer's bank reviews the information and determines the outcome.
Stripe will display the dispute status and may provide an estimated decision timeframe.
The review process can take several weeks or months.
If you win the dispute, the disputed funds are generally returned to your account, subject to applicable fees.
If you lose the dispute, the customer keeps the disputed funds.
Best practices for preventing payment disputes
Although you can't prevent every chargeback, keeping accurate records can help you defend legitimate charges.
Use estimates: Document the services and pricing the customer agrees to.
Keep service records: Record when services were scheduled and completed.
Take before-and-after photos: Maintain visual evidence of completed work.
Save customer communications: Keep records of service approvals and important conversations.
Respond promptly: Check Stripe regularly for disputes requiring action.
Having this documentation available can make responding to a dispute much easier.
Frequently asked questions
Can Homeworks reverse a payment dispute?
No. Payment disputes are handled through Stripe and the customer's bank. Homeworks can provide records that may help support your response, but the bank makes the final decision.
Do I have to fight every dispute?
No. You can accept a dispute or counter it. Consider the amount, available evidence, and applicable fees before deciding.
What happens if I don't respond to a dispute?
If you don't submit a response before Stripe's deadline, you may automatically lose the dispute.
How long does it take to resolve a dispute?
The timeline varies depending on the bank and dispute type. Some disputes can take several months to resolve.
What evidence should I submit?
Submit evidence relevant to the customer's claim. This may include accepted estimates, completed visit records, before-and-after photos, payment receipts, and customer communications.
For additional information, visit Stripe's Disputes documentation.