Handle a dispute or chargeback

When a dispute lands

Open your Stripe account and find the dispute. Note the response deadline right away. Then save what you have: the Tapmy order and payment, the offer page, the terms the buyer saw, your delivery record and any messages with the buyer.

Keep this evidence private, since it can include personal data. And do not issue a separate refund before checking how it interacts with the open dispute.

How do I respond?

1. Read the reason and the due date. Use Stripe's exact category. A general complaint to you is not a formal dispute.
2. Match the purchase. Line up buyer, amount, currency, offer, time, payment, Tapmy order, refund status and access.
3. Gather the relevant proof. Dated offer terms, checkout consent, delivery logs, access records, booking attendance, proof the service was done, your refund or cancellation policy and short, relevant messages.
4. Write a plain, factual answer. Speak to the stated reason. Skip filler, emotion, promised outcomes and any sensitive data Stripe did not ask for.
5. Submit in Stripe. Confirm it was received and keep a copy. Stripe and the card network make the decision, not Tapmy.
6. Fix the cause. Clearer billing descriptors, offer terms, delivery confirmations, support contacts and cancellation steps help. Not every dispute can be prevented.

What good looks like

• You submitted before the deadline.
• The evidence is accurate, relevant and handled securely.
• Tapmy, Stripe, delivery and message records agree.
• You know that replying does not guarantee a win.

Common situations

• The deadline is close. Send the essential response and evidence first. Polish does not matter.
• The buyer also asks for a refund. Check Stripe's guidance on the open dispute before moving money again.
• Some evidence is missing. Submit what you have and improve logging for next time. Never recreate records.
• Your balance or payout changed. A dispute can affect your Stripe balance and payouts. Check Stripe rather than promising a fixed net amount.

Notes to keep

Save the dispute ID, reason, amount and currency, deadline, Tapmy order, payment reference, delivery proof, policy version, a summary of messages, submission date and result. Keep sensitive data inside Stripe's evidence flow.

Next steps

When the case closes, review your checkout terms, access confirmation, refund path and billing description. If you are still stuck, contact Tapmy Support with your Site URL, buyer email, time and time zone, amount and currency, and safe order or Stripe references. Never share passwords, one-time codes, full card numbers, bank logins, ID documents or secret keys.