Stripe Dispute Process

🛡️ How to Handle a Fraud Dispute in Stripe

📍 WHEN A DISPUTE OCCURS

A dispute (also called a chargeback) happens when the cardholder requests a refund through their bank. Stripe immediately:

Deducts the order amount + dispute fee from your Stripe balance
Sends you a notification via email and the Dashboard
Opens a case where you can submit evidence

🔍 STEP 1: Review the Dispute in Stripe Dashboard

Go to the Disputes section of your Stripe account and open the dispute.

Check the Dispute Reason, Amount, and Deadline for evidence submission (under “evidence due by”).
Review the Claim details submitted by the cardholder.

⚠️ STEP 2: Decide How to Respond

You have two options:

Accept dispute – You agree with the refund and do not contest it.
Counter dispute – You want to challenge the dispute and recover the funds.

💡 For suspected fraud orders, always choose “Counter dispute”.

🛠 STEP 3: Submit Evidence (Only One Chance)

After clicking “Counter dispute”, Stripe will guide you through submitting a response. Here's what to include:

🧾 Dispute Form Details:

Why should you win this dispute?
Select: “The purchase was made by the rightful cardholder”
Product Description:
Briefly describe the item, e.g.
“6 bottles of red wine purchased by John Smith”
Product Type:
Choose: “Physical product”

📎 STEP 4: Upload Supporting Evidence

You can upload only one file per evidence type — combine pages into a single PDF if needed.

Required evidence types:

Customer Communication:
Contact Vivino Customer Support to check if there was any contact with the customer.
If there was no contact, a support agent will send a message to the customer.
Even if the customer doesn’t reply, that outbound message counts as valid evidence.
Customer Signature / Proof of Delivery:
Upload signed delivery receipt or delivery confirmation.
Shipping Documentation:
Add the full tracking history from the shipping carrier (PDF or screenshot).

🧍‍♂️ STEP 5: Confirm Customer Info

Double-check the following before submitting:

Customer name
Email address
Billing address
Shipping address

📤 STEP 6: Submit Your Response

Once submitted:

You cannot edit or resubmit the evidence.
Stripe will forward everything to the customer’s bank.
Review takes 60–75 days.

✅ Outcome & Stripe Dispute Statuses

Under_review – Stripe has sent your response to the bank.
Won – The bank ruled in your favor. Stripe will refund you.
Lost – The dispute is upheld. Funds remain refunded to the customer.

You’ll receive an outcome email from Stripe once the case is closed.

IMPORTANT FOR MERCHANT PARTNERS IN BRAZIL:

Stripe Radar and 3D Security are mandatory for all merchants that wish to be reimbursed for lost Disputes.

💡 IMPORTANT – Brazil-Specific Risk

In Brazil, some fraudulent users monitor delivery delays and dispute orders early (while still in "Approved" or "Confirmed" status).
If a merchant ships before fraud is detected and no dispute is filed, the customer receives a refund, but the merchant does not.
To avoid loss:

Always wait for Customer Support guidance before shipping if fraud is suspected
If cleared for shipping but you still suspect fraud, initiate a Stripe Dispute immediately

🔗 Reference:

Stripe Dispute Documentation

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