Handle a disputed charge

A customer can ask their bank to reverse a card payment. This is called a dispute, or chargeback. Packyard shows it on the appointment so you know, but you respond in Stripe.

• This applies to payments taken with Stripe. See Connect Stripe.
• You need access to your Stripe account to respond.

1. Open the appointment. Under Payment Details, a red notice says The client disputed this charge. Respond in Stripe before the deadline., with the disputed amount.
2. Click View in Stripe. The dispute opens in your Stripe dashboard.
3. Follow Stripe’s steps to respond before the deadline. Add anything that shows the visit happened, like the appointment, photos, or texts with the customer.

When Stripe decides, the notice changes to Dispute won: the money stays with you or Dispute lost: the client’s bank took the money back.

• Respond before the deadline. If you don’t, the customer’s bank usually takes the money back. Stripe shows the deadline in your dashboard.
• “The client disputed this charge. Stripe is reviewing it.” means you’ve responded, or there’s nothing to do yet. Check back in Stripe.
• Packyard doesn’t move money or change the payment because of a dispute. The appointment still shows as paid, even if you lose.
• Don’t refund a disputed payment in Packyard while the dispute is open, or the customer could get the money back twice. Handle it in Stripe.
• Stripe charges its own dispute fee. You’ll see it in your Stripe dashboard.
• Disputes on payments you took outside Packyard don’t show here.

• Issue a refund
• Connect Stripe