Handling Disputes & Chargebacks
A dispute (also called a chargeback) happens when a customer contacts their bank or credit card company to reverse a charge. As a vendor on Downtown+, you are the merchant of record for your sales and are responsible for responding to disputes.
How Disputes Work
When a customer's bank files a dispute, the disputed amount is immediately debited from your Stripe balance. You'll receive an email and an in-app notification with the details. The bank gives you a window to submit evidence proving the charge was legitimate.
What You Need To Do
- Check your Stripe Dashboard— All dispute responses must be submitted through your Stripe Dashboard. Downtown+ cannot submit evidence on your behalf.
- Gather evidence— Tracking numbers, delivery confirmation (signature, photo), communication records with the customer, product descriptions, and order details.
- Respond before the deadline— You typically have 7–21 days to respond. If you miss the deadline, you automatically lose the dispute.
Timeline
- Response window:7–21 days from when the dispute is filed (varies by card network)
- Issuer decision:60–75 days after evidence is submitted
- Total lifecycle:Typically 2–3 months from filing to resolution
Outcomes
- Won: The bank rules in your favor. The disputed amount is returned to you.
- Lost: The bank rules against you. The disputed amount is debited from your account. The $15.00 dispute fee charged by Stripe is non-refundable regardless of outcome (for US-based businesses).
What Happens If You Don't Respond
If you do not submit evidence before the deadline, you automatically lose the dispute. The disputed amount plus the dispute fee will be debited from your Stripe account.
Tips to Prevent Disputes
- Write clear, accurate product descriptions and include multiple photos
- Ship orders promptly and always use tracking numbers
- Require signature confirmation for high-value orders
- Respond to customer messages quickly
- Process refund requests proactively when appropriate. A refund is cheaper than a dispute
Downtown+'s Role
Downtown+ monitors disputes and notifies you when one is filed. We provide the notification and tracking infrastructure, but evidence submission and response are your responsibility as the vendor. You can view your dispute status on your Orders page in the Contribute dashboard.