What should I do if someone disputed a charge on my Stripe account?
From time to time, players will dispute charges on their credit card which are associated with entry into a tournament. Users will be sent an email from Stripe any time someone disputes a charge associated with your Stripe account. The two main reasons for these disputes is:
- Because they do not recognize the charge or the description of the charge on their bank statement (it is very important to create a "Statement Descriptor" for your Stripe account so that people can identify what the charges to their credit card are for).
- Because they did not receive a refund for the tournament - because of the entry policies, there are many players who withdraw and are not eligible for a refund.
However, once a charge has been disputed, it will appear on the user's Stripe dashboard and the user needs to respond to the dispute. In order to do so:
Step 1: Login to your Stripe account by clicking here.
Step 2: Click "Payments" and select "Disputes" in the left menu bar.
Step 3: Select any outstanding disputes that need a response.
Step 4: If you believe the charge to be legitimate, you will need to click the "Submit Evidence" button at the top of the page. Please note that there is a deadline in which evidence will need to be submitted by or else you will automatically lose the dispute.
Step 5: Fill out the requested information. If the dispute was for the entry fee, you will want to explain that the charge was for entry into a tournament which a player was entered in or participated in. If the dispute was because no refund was issued, include the policy that states why the player wasn't refunded.
If you have any questions about how to best handle a disputed charge, please email firstname.lastname@example.org.
After clicking the "Submit Evidence" button, you will see the following: