What does it mean when a Transaction has been disputed by my customer? (Stripe Disputes)

When you receive notification that a customer has disputed a charge through Muse, it indicates they have reported the transaction as unauthorized or fraudulent to their bank.

Disputes are a common occurrence in online transactions and can be frustrating, especially when you've delivered your product or service as promised.

Here’s a detailed overview of what Stripe disputes entail and how you can navigate them effectively:

Steps to Resolve a Stripe Dispute

  1. Contact Your Customer Directly: Begin by reaching out to your customer to understand why they initiated the dispute. Was there a misunderstanding, dissatisfaction with the product, or failure to recognize the charge on their statement? Clarifying these issues directly with your customer can often lead to a resolution.
  2. Gather Evidence: Collect all relevant evidence to support your case, such as:
    • Customer communications (emails, DMs, text messages).
    • Proof of product delivery or access (customer activity logs).
    • Transaction receipts and product descriptions.
    • Terms and conditions agreed upon during the purchase (if applicable).
  3. Submit Evidence to Stripe: Compile your evidence into a single PDF document and submit it through the Stripe dashboard. Include a concise explanation detailing why you believe the dispute is unwarranted or should be resolved in your favor.
  4. Additional Considerations:
    • If you lack direct customer communications, provide evidence of your attempt to resolve the issue (e.g., screenshots of your outreach).
    • Highlight any terms and conditions agreed upon by the customer before purchase, especially those related to refunds or dispute resolutions.

What Evidence Will Muse Submit?

Muse will automatically submit certain evidence on your behalf, including:

    • Customer details (name, email, billing address).
    • Product descriptions and transaction receipts.
    • Customer activity logs demonstrating product delivery or access.
    • Terms and conditions agreed upon during the purchase process (if enabled).

While this evidence is beneficial, supplementing it with additional compelling evidence can strengthen your case.

Dispute Timeline and Process

    • Duration: The dispute resolution process typically spans 60-75 days from initiation to a final decision.
    • Tracking: Monitor the progress of disputes through your Income tab on the Muse dashboard, where you can track the countdown until a decision is reached.

Preventative Measures

To mitigate future disputes, consider implementing the following:

    • Terms & Conditions: Enable the Terms & Conditions checkbox during checkout to document customer agreement, especially regarding refund policies.
    • Proactive Customer Service: Address customer concerns promptly to prevent issues from escalating to disputes.
    • Documentation: Keep thorough records of all transactions, communications, and agreements to support your case in the event of a dispute.

Understanding the nuances of Stripe disputes and taking proactive steps can help protect your business and maintain positive customer relationships. In case of any questions or to further seek assistance during a dispute, please contact us at help@muse.io.

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