Handling a Stripe payment dispute

A dispute (also called a chargeback) is when a family asks their bank to reverse a charge. The bank takes the money back and asks you to show the charge was valid.

Where you see it

1. Stripe emails you when a dispute opens, and it shows in your Stripe Dashboard.
2. In QuickKicks, it appears in Reports > Disputes with its deadline, and as an alert in Money > Alerts.

Respond before the deadline

Stripe gives you a fixed window to send evidence. Do not wait until the last day.

Evidence to gather

• The signed waiver or enrollment form, with the date it was signed.
• Attendance history, showing the student used what they paid for. Download it from Reports > Export > Attendance.
• The membership details and payment history from the student and family pages.
• Your terms and any messages with the family about the charge.

Upload these in your Stripe Dashboard on the dispute.

What happens next

The card network decides. This can take weeks or months. If you win, the money comes back. If you lose, it stays with the family and Stripe charges a dispute fee.

Keeping disputes low

1. Tell families before a large or unusual charge.
2. Make sure families know how to reach you to change or cancel.
3. Answer "what is this charge?" messages quickly. Families who get a fast answer rarely go to their bank.