How do Stripe disputes and chargebacks work?

A dispute (also called a chargeback) happens when a cardholder contacts their bank and questions a payment. The bank opens a dispute through the card network, and Stripe has to follow that process.

What happens when a dispute is opened

When a dispute is created:

• The full payment amount is debited from your Stripe balance.
• A dispute fee is also charged in most regions.
• The payment shows a disputed status in your Dashboard.

You’ll see a clear banner on the payment with the reason (for example, “fraudulent” or “product not received”) and the deadline to respond.

Your options as a merchant

You can choose to:

• Accept the dispute – You do not contest it. The cardholder keeps the funds. In some regions the dispute fee may still apply.
• Contest the dispute – You submit evidence to show the charge was valid (receipts, proof of delivery, customer communication, etc.).

The card network, not Stripe or Collect, makes the final decision.

Timelines

• You typically have 7–21 days (varies by card network and region) to submit evidence.
• Card networks may take up to 60–75 days to reach a final decision.

Stripe will update the dispute status in your Dashboard and send you an email when the case is resolved. If you win, Stripe returns the funds (and sometimes the fee) to your balance.

For step‑by‑step help responding to a specific dispute, open the dispute in your Stripe Dashboard and follow the guidance Stripe provides for that dispute reason.