If you suspect a charge made through Stripe Issuing to be fraudulent, or if you encountered issues with its delivery or service, you should dispute the transaction.
Creating a dispute in the Dashboard
You can dispute a transaction within the Stripe Dashboard by clicking the Dispute Transaction button when viewing a transaction in the Dashboard.
Submitting dispute evidence
You can provide evidence and upload any necessary files, depending on the dispute category.
Dispute evidence must be in the format of PDF, TIFF, or JPEG. Before sending your response, ensure that any text or images are clear and large enough to show up in a black and white fax transmission.
Please ensure that you have entered all the information needed that will help present your case.
After you complete the form, click Submit to formally begin the dispute process with the card network.
Dispute timelines and monitoring the dispute status
Once the dispute is created, Stripe sends an issuing_dispute.created event. You can view the status of disputes at any time in the Dashboard.
All newly created disputes will also have the status of `under_review`.
Users can expect this status to stay as `under_review` for about 30 - 90 days. That is how long disputes typically take to be resolved.
Won and lost disputes
If the acquiring merchant wins the dispute (i.e. the Issuing user loses the dispute) - the status will change to `lost` and no funds will be transferred back.
If the Issuing user wins the dispute, the status will change to `won` and the funds will be transferred back to the Issuing balance.
Users will see a balance transaction of type `issuing_dispute` in the Dashboard under the Balance Transactions section, and on the bottom of the Disputes detail page.
Disputes and transaction currencies
Note that if the original payment was converted into your account’s default currency (e.g., a USD transaction paid for on your GBP card), the disputed amount is converted back to the transaction’s original currency (e.g., USD is converted back into GBP and deposited into your account).
Bulk disputes
Currently, you cannot submit Issuing disputes in bulk. If you notice several fraudulent transactions for the same cardholder, you must submit them all as separate disputes.
