Payment Disputes & Chargebacks
A merchant’s guide to understanding payment disputes, reducing risk and protecting your business on Dash to Cart.
Admin
Last Update a month ago
Dash to Cart uses Stripe for payment processing, so the merchant’s connected Stripe account handles card-payment disputes and chargebacks.
What is a payment dispute or chargeback?
A payment dispute happens when a cardholder questions a payment with their card issuer.
Once a formal dispute is opened, Stripe reverses the disputed payment from the merchant’s balance while it reviews the dispute. Stripe notifies the merchant and provides details about the dispute and the response deadline.
The merchant can either accept the dispute or challenge it by submitting supporting evidence through Stripe.
Why do customers raise disputes?
Common reasons include an unrecognised or allegedly unauthorised transaction, a product the customer did not receive, a product the customer believes was materially different from what was described, a duplicate charge, or a refund or credit the customer expected but did not receive.
Stripe shows the specific dispute reason and evidence requirements.
What does a dispute cost?
For Stripe accounts using current standard Singapore pricing, Stripe currently lists:
How can I reduce the risk of payment disputes?
Good dispute prevention begins before the customer pays.
Make sure product descriptions, images, prices, delivery estimates and refund policies are clear. Keep accurate fulfilment and tracking records, provide accessible customer support, and respond quickly when a customer reports a problem.
Stripe also provides fraud-prevention capabilities through Radar. Stripe’s current Singapore pricing includes Radar Lite for card payments, while additional Radar functionality is available separately.
Where appropriate, resolving a genuine customer issue before it becomes a formal dispute may also reduce the likelihood of a chargeback.
What should I do if I receive a dispute?
Open the dispute in your Stripe Dashboard and review the dispute reason, amount and response deadline.
If you choose to challenge it, provide evidence that directly addresses the customer’s claim. Useful evidence may include order confirmation, fulfilment or tracking information, customer communications, product descriptions, images, refund records and other documentation relevant to that transaction.
Submit the evidence through Stripe before the stated deadline.
Avoid adding large amounts of unrelated information. The strongest response is usually clear, relevant and directly connected to the dispute reason.
Should I contact the customer?
Where appropriate, you may contact the customer to understand the issue and try to resolve it.
However, once a formal dispute has already been created, contacting the customer does not automatically cancel the dispute or remove Stripe’s dispute fee. Stripe states that the dispute fee received cannot be avoided once the cardholder has initiated the dispute.
Can I simply refund the customer instead?
If you complete a full refund before a cardholder opens a dispute, Stripe states that the refunded payment cannot subsequently be disputed as that same charge. Once a formal dispute has started, manage it through Stripe.
Do not issue duplicate refunds outside the dispute process without first carefully reviewing the payment status.
How can I protect my business over the long term?
Keep accurate records for orders, payments, shipping and customer communications. Make sure customers can easily understand what they are purchasing, when to expect it, and how to contact you if something goes wrong.
Dash to Cart merchants can manage orders and customer information through the platform, while payment disputes themselves are handled through the connected Stripe account.
A good customer experience will not eliminate every dispute, but clear communication and strong transaction records put your business in a better position to prevent avoidable disputes and respond effectively when one occurs.
Where can I get help?
For the dispute itself, review the case and evidence requirements in your Stripe Dashboard.
If the issue relates to the connection between Dash to Cart and Stripe, or something appears inconsistent inside Dash to Cart, submit a request through Profile → Help & Support.
What is a payment dispute or chargeback?
A payment dispute happens when a cardholder questions a payment with their card issuer.
Once a formal dispute is opened, Stripe reverses the disputed payment from the merchant’s balance while it reviews the dispute. Stripe notifies the merchant and provides details about the dispute and the response deadline.
The merchant can either accept the dispute or challenge it by submitting supporting evidence through Stripe.
Why do customers raise disputes?
Common reasons include an unrecognised or allegedly unauthorised transaction, a product the customer did not receive, a product the customer believes was materially different from what was described, a duplicate charge, or a refund or credit the customer expected but did not receive.
Stripe shows the specific dispute reason and evidence requirements.
What does a dispute cost?
For Stripe accounts using current standard Singapore pricing, Stripe currently lists:
- S$15 dispute received fee for each dispute received.
- S$15 dispute countered fee when a merchant manually responds to a dispute. This fee is returned if the merchant wins and is not returned if the merchant loses.
- In rare cases, additional card-network fees may apply.
How can I reduce the risk of payment disputes?
Good dispute prevention begins before the customer pays.
Make sure product descriptions, images, prices, delivery estimates and refund policies are clear. Keep accurate fulfilment and tracking records, provide accessible customer support, and respond quickly when a customer reports a problem.
Stripe also provides fraud-prevention capabilities through Radar. Stripe’s current Singapore pricing includes Radar Lite for card payments, while additional Radar functionality is available separately.
Where appropriate, resolving a genuine customer issue before it becomes a formal dispute may also reduce the likelihood of a chargeback.
What should I do if I receive a dispute?
Open the dispute in your Stripe Dashboard and review the dispute reason, amount and response deadline.
If you choose to challenge it, provide evidence that directly addresses the customer’s claim. Useful evidence may include order confirmation, fulfilment or tracking information, customer communications, product descriptions, images, refund records and other documentation relevant to that transaction.
Submit the evidence through Stripe before the stated deadline.
Avoid adding large amounts of unrelated information. The strongest response is usually clear, relevant and directly connected to the dispute reason.
Should I contact the customer?
Where appropriate, you may contact the customer to understand the issue and try to resolve it.
However, once a formal dispute has already been created, contacting the customer does not automatically cancel the dispute or remove Stripe’s dispute fee. Stripe states that the dispute fee received cannot be avoided once the cardholder has initiated the dispute.
Can I simply refund the customer instead?
If you complete a full refund before a cardholder opens a dispute, Stripe states that the refunded payment cannot subsequently be disputed as that same charge. Once a formal dispute has started, manage it through Stripe.
Do not issue duplicate refunds outside the dispute process without first carefully reviewing the payment status.
How can I protect my business over the long term?
Keep accurate records for orders, payments, shipping and customer communications. Make sure customers can easily understand what they are purchasing, when to expect it, and how to contact you if something goes wrong.
Dash to Cart merchants can manage orders and customer information through the platform, while payment disputes themselves are handled through the connected Stripe account.
A good customer experience will not eliminate every dispute, but clear communication and strong transaction records put your business in a better position to prevent avoidable disputes and respond effectively when one occurs.
Where can I get help?
For the dispute itself, review the case and evidence requirements in your Stripe Dashboard.
If the issue relates to the connection between Dash to Cart and Stripe, or something appears inconsistent inside Dash to Cart, submit a request through Profile → Help & Support.