What happens when you dispute a Stripe charge
When you dispute a Stripe payment, you are asking your bank or credit card company to reverse the charge and investigate whether the transaction was authorized. Stripe does not handle the dispute itself — your card issuer does. Stripe's role is to receive the dispute notification from your bank, pass it to the merchant, and then manage the evidence exchange between you, the merchant, and the card network.
The dispute process takes 60 to 90 days from start to finish. Your bank will typically issue a provisional credit within 5 to 10 business days while the investigation happens, but that credit is not final. If the merchant provides evidence that the charge was legitimate, your bank can take the money back. The outcome depends on what you are disputing — an unauthorized charge, a charge for something you never received, or a charge that was processed twice.
Stripe charges the merchant a dispute fee (usually $15) when a dispute is filed against them, regardless of who wins. This fee exists to discourage merchants from ignoring disputes and to cover the card networks' administrative costs.
Key Takeaways
- You file a dispute with your bank or card issuer, not with Stripe directly, and the process takes 60 to 90 days.
- Your bank will likely give you a provisional credit within 5 to 10 business days, but it can be reversed if the merchant provides proof the charge was valid.
- Disputes fall into specific categories — unauthorized use, services not rendered, duplicate charges, or billing errors — and your bank will ask you to describe which one applies.
- The merchant receives notice of the dispute and can submit evidence like delivery confirmation, signed receipts, or email correspondence to defend the charge.
- If you and the merchant cannot resolve the dispute directly, the card network (Visa, Mastercard, American Express) makes the final decision based on the evidence both sides submit.
How to start a dispute with your bank
Contact your bank or credit card issuer directly — call the number on the back of your card or log into your online account. Do not contact Stripe. Tell them you want to dispute a specific charge and explain why: the charge was unauthorized, the merchant did not deliver what you paid for, you were charged twice for the same thing, or the amount was wrong.
Your bank will ask you to describe the dispute in writing, either over the phone or through their online portal. Be specific about what happened and when. If you are disputing an unauthorized charge, explain that you did not make the purchase and do not recognize the merchant. If you are disputing a service or product that never arrived, mention the date you paid, what you ordered, and when you expected to receive it. If the charge is a duplicate, provide the transaction dates for both charges.
Your bank will assign the dispute a reference number and tell you what happens next. Keep this number — you will need it to check on the status of your dispute. Most banks allow you to track the dispute online or by calling their dispute department.
What Stripe does once a dispute is filed
When your bank notifies Stripe of the dispute, Stripe sends an automated message to the merchant with the dispute details and a important date to respond (usually 7 to 10 days). The merchant can then submit evidence to defend the charge: proof of delivery, a signed receipt, email correspondence showing you authorized the purchase, or a tracking number showing the item was shipped.
Stripe forwards all evidence from the merchant to your bank and to the card network. You may be asked to submit your own evidence — screenshots of the merchant's website, email exchanges, or proof that you attempted to contact the merchant to resolve the issue. Your bank will tell you if they need anything from you and how to submit it.
During this time, Stripe does not decide who is right. Stripe acts as the intermediary between the merchant and the card network. The card network (Visa, Mastercard, American Express, or Discover) makes the final decision based on the evidence both sides present.
Dispute categories and what each one means
Your bank will ask you to choose a dispute category. The category you select affects how the card network evaluates the evidence. The most common categories are:
Unauthorized transaction: You did not authorize the charge and do not recognize the merchant. The merchant cannot have used a valid card number, expiration date, and CVV without your permission. This is the strongest dispute category if true, because the merchant has no way to prove you authorized it — they have to prove they followed proper security procedures.
Services not rendered or merchandise not received: You paid for something the merchant promised to deliver, but it never arrived or was not what you ordered. The merchant can defend this by showing a tracking number, delivery confirmation, or a signed receipt from you. If you received a partial shipment or a damaged item, this category still applies — the merchant did not deliver what you paid for.
Duplicate processing: You were charged twice for the same transaction. Provide both transaction dates and amounts. The merchant can defend this by showing that the two charges were for different orders or that one was a refund, not a duplicate charge.
Billing error: The amount charged was different from what you agreed to, or the charge was posted to your account on the wrong date. This category is narrower than it sounds — it means the merchant made a mathematical or posting error, not that you changed your mind about the price.
Timeline: what to expect at each stage
| Stage | Who acts | Timeframe | What happens |
|---|---|---|---|
| You file the dispute | You and your bank | Day 1 | You contact your bank and describe the dispute. Your bank opens a case and assigns a reference number. |
| Provisional credit issued | Your bank | Days 2–10 | Your bank credits the disputed amount back to your account while they investigate. This credit is temporary. |
| Merchant receives notice | Stripe | Days 1–3 | Stripe notifies the merchant of the dispute and gives them a important date to respond with evidence. |
| Merchant submits evidence | Merchant | Days 3–10 | The merchant submits proof the charge was valid: delivery confirmation, receipts, emails, or other documentation. |
| Card network reviews | Visa, Mastercard, Amex, or Discover | Days 10–60 | The card network weighs the evidence from both sides and makes a final decision. |
| Final outcome | Your bank | Days 60–90 | Your bank notifies you of the result. If you won, the credit stays. If the merchant won, the charge is reinstated. |
How to resolve a dispute directly with the merchant
Before or during the dispute process, you can try to resolve the issue directly with the merchant. Contact them by email or phone and explain the problem. If they made a mistake, they may issue a refund without waiting for the dispute to finish. If they refund you, tell your bank when ready so they can close the dispute — this is faster than waiting for the card network to decide.
If the merchant agrees to a partial refund or replacement, get that agreement in writing via email. Then tell your bank about the resolution. Some banks will close the dispute if you confirm the merchant is making it right, even if the refund has not posted yet.
If the merchant does not respond or refuses to help, your dispute will continue through the card network. Keep copies of all emails and communications with the merchant — your bank may ask for them as evidence.
What happens if you lose the dispute
If the card network rules in the merchant's favor, your bank will reverse the provisional credit and the charge will reappear on your account. You will be notified of the decision, usually with a brief explanation of why the merchant's evidence was stronger.
You cannot dispute the same charge twice. Once the card network makes a final decision, that decision stands. If you believe the decision was wrong, your only option is to contact the merchant again and ask for a refund or to file a complaint with your state's banking regulator or the Consumer Financial Protection Bureau (CFPB).
If the merchant is a Stripe user and you believe Stripe failed to process your dispute correctly, you can contact Stripe's support team to ask them to review how they handled the case. Stripe cannot overturn the card network's decision, but they can verify that the dispute was submitted properly and that all evidence was forwarded.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. Disputing a charge because you changed your mind about a purchase is considered friendly fraud and will likely be denied. Your only option is to contact the merchant and ask for a refund. If the merchant has a return policy, follow it. If they refuse, you have no recourse through your bank.
What if the merchant is no longer in business?
You can still file a dispute. The card network will attempt to contact the merchant, but if they are out of business, the merchant will not respond. In that case, the card network will rule in your favor based on the lack of evidence from the merchant's side. This process takes the full 60 to 90 days.
Do I have to pay the disputed amount while the dispute is pending?
No. Your bank will issue a provisional credit within 5 to 10 days, so you will not owe the amount during the investigation. However, if the merchant wins, the charge will be reinstated and you will owe it again.
How many times can I dispute the same charge?
Once. After the card network makes a final decision, you cannot file another dispute for that same transaction. If you believe the decision was wrong, contact the merchant directly or file a complaint with your bank's regulatory agency.
Will disputing a Stripe charge affect my credit score?
No. Disputing a charge does not appear on your credit report. Only late payments, missed payments, and collections accounts affect your credit score. The dispute itself is between you, your bank, and the merchant.