Payment Disputes & Chargebacks

A payment dispute (also called a chargeback) happens when a client contacts their bank or credit card company to question or reverse a charge from your business. This is a process between the client, their bank, and the card network, not something controlled by Scritches.

This article explains how the dispute process works, what to do if you receive one, and steps you can take to protect your business.

How disputes work

Disputes are a consumer protection mechanism built into the credit card system. When a cardholder contacts their bank to challenge a charge, the bank initiates a formal dispute through the card network (Visa, Mastercard, etc.).

Here's what happens:

1. The disputed amount is immediately reversed — the funds are pulled from your Stripe balance and returned to the client while the case is reviewed

2. A dispute fee is charged — Stripe charges a $15 fee per dispute, which is deducted from your balance regardless of the outcome=

3. You have a limited window to respond — typically 7 to 21 days depending on the card network. Missing this deadline means you automatically lose

4. The card issuer decides the outcome — not Stripe, and not Scritches. The client's bank reviews evidence from both sides and makes a final ruling, which can take 60 to 75 days

What to do when you receive a dispute

1. Don't panic — but don't wait

You have limited time to respond. Read the dispute notification carefully and note your deadline.

2. Try to resolve it directly with your client

Many disputes happen because a client doesn't recognize the charge on their statement, or because of a miscommunication. A direct conversation can sometimes resolve things quickly.

If your client agrees to withdraw the dispute, ask them to contact their bank and request a withdrawal letter. This is the fastest resolution.

3. Respond through your Stripe dashboard

If you can't resolve it directly, you'll need to submit evidence through Stripe. Log in to your Stripe Express dashboard.

You can only submit evidence once — Stripe forwards your response to the bank immediately, and you cannot edit it or add more files after submission. Take the time to gather everything before hitting submit.

4. Gather strong evidence

The type of evidence that matters depends on the dispute reason, but for service businesses like pet care, the strongest evidence typically includes:

• Signed service agreements — contracts, terms of service, or cancellation policies that the client agreed to in writing

• Proof of service delivery — completed booking records, visit notes, GPS check-in/check-out logs, photos, or report cards

• Communication records — screenshots of emails, texts, or messages between you and the client discussing the service, pricing, or terms

• Invoice and payment records — the original invoice, payment confirmation, and any deposit receipts

• Refund policy documentation — a clear screenshot of your cancellation/refund policy as presented to clients, with the relevant terms highlighted

File requirements: Combined evidence must be under 4.5 MB. Mastercard limits submissions to 19 pages. No audio, video, or external links.

5. Or accept the dispute

You can also choose not to contest a dispute. This isn't an admission of wrongdoing; it just means you're not fighting it. This can make sense if the amount is small, the evidence isn't in your favor, or you've already issued a refund. The $15 dispute fee is still charged.

Possible outcomes

• You win: The disputed amount is returned to your Stripe balance. The $15 fee may or may not be refunded depending on the card network.

• You lose: The client keeps the reversed funds. The $15 fee is not returned.

Protecting your business going forward

Disputes are a reality of accepting card payments. You can't prevent a client from filing one, but you can make them less likely and put yourself in a stronger position if one is filed.

Get cancellation and refund policies in writing

The most common pet care disputes involve cancellations, deposits, and no-shows. We strongly recommend that you have clients agree to your policies in a signed document.

Card issuers weigh signed agreements much more heavily than informal communication. If a client agreed to a non-refundable deposit in a signed agreement, that's strong evidence. If the policy was only mentioned verbally or in passing, it's much harder to prove.

Keep records of service delivery

Maintain documentation that proves services were rendered — visit logs, timestamped photos, GPS data, report cards sent to the client. This evidence is critical for "service not provided" disputes.

Make your charges recognizable

A surprising number of disputes happen simply because the client doesn't recognize the charge on their bank statement. Make sure your Stripe statement descriptor matches your business name as clients know it.

Refund when appropriate instead of waiting for a dispute

If a situation warrants a refund, issuing one proactively is almost always better than waiting for a dispute. Refunds don't carry a $15 fee, don't count against your dispute ratio, and don't risk escalation.

Communicate clearly about pricing

Ensure clients understand what they're being charged for and when. Surprises — surcharges, holiday rates, and late fees are a common trigger for disputes. Clear, upfront communication prevents most of these.

Frequently asked questions

How long do I have to respond? 7 to 21 days depending on the card network. Your exact deadline is shown in the dispute notification from Stripe.

Can I prevent clients from filing disputes? No. Disputing a charge is a right available to any cardholder. Your best defense is strong documentation and clear agreements.

What role does Scritches play in disputes? Scritches processes payments through Stripe on your behalf, but disputes are between you and the client's card issuer. We can help you locate records in your Scritches account (payment history, booking details, invoice records) to support your case, but the dispute response is your responsibility.

My client said they'd cancel the dispute but hasn't yet. Should I still respond? Yes. Always submit evidence before the deadline, even if the client has promised to withdraw. If they don't follow through and you haven't responded, you lose by default.

A client filed a dispute after I already refunded them. What should I do? Submit evidence showing the refund was already issued — include the date, amount, and refund confirmation. These cases are generally straightforward to win.

Do disputes affect my ability to accept payments? Card networks monitor dispute rates. If your dispute rate gets too high, it can result in penalties or restrictions on your ability to process payments. This is another reason to resolve client issues directly when possible rather than letting them escalate to disputes.

Is there a way to get the $15 fee back? Some card networks refund the fee if you win the dispute, but this varies. The fee is never refunded if you accept or lose the dispute.

Still need help?

If you've received a dispute and need help locating records in your Scritches account, reach out to us at support@scritches.io. We're happy to help you find the information you need, just keep in mind that dispute deadlines are strict, so don't wait until the last day.

For more details on how Stripe handles disputes, see Stripe's dispute documentation.