What is a chargeback (payment dispute)

A chargeback is a situation where a client disputes a payment with their bank instead of contacting you directly. The bank temporarily takes the money and starts an investigation.

How it works in practice

Ewa runs a photo studio. A client who booked a room a week ago, instead of messaging Ewa with a complaint, called their bank and disputed the transaction. The bank took the money from Stripe and notified Booquela. Ewa saw a new dispute in her panel.

Here is what happens step by step:

1. The client contacts their bank and files a dispute
2. The bank temporarily refunds the client
3. Stripe notifies Booquela
4. You see the dispute in Owner Panel > Finance > Disputes
5. You have time to submit evidence that the service was properly delivered
6. The bank makes the final decision

Why clients open chargebacks

• Claim they did not make the payment - e.g., card was stolen
• Claim the service was not delivered - even though the visit took place
• Claim conditions were different than promised - discrepancy with the listing
• Do not recognize the transaction on their statement - they do not remember the name

What are the consequences

• Frozen money - the disputed amount is temporarily held and does not reach your account
• Dispute fee - Stripe charges an additional fee for handling (regardless of the outcome)
• Account impact - too many chargebacks can lead to Stripe account restrictions

Dispute statuses

In the panel you will see one of these statuses:

• New - dispute just received
• Needs response - you need to submit evidence
• Under review - the bank is analyzing your materials
• Won - money returns to you
• Lost - money stays with the client

Can I avoid chargebacks

Yes - the best strategy is quick communication with the client and proactively resolving problems. If a client is unhappy, it is better to offer a partial refund than to wait for a chargeback.