Disputes

A dispute, also called a chargeback, happens when a customer challenges a card payment with their card issuer. You can accept the dispute or respond with evidence showing why the payment was valid.

Find a disputed payment

Choose your business and open Earnings → Refunds and disputes.
Find the disputed amount and status under Disputes.
Open the row to view the affected transaction.
Check Messages → Updates for any dispute notification and response deadline.

The Krabiclaw notification opens the business’s payment or booking details. Evidence is submitted through Stripe Express.

Open the dispute in Stripe Express

Open Payments → Payouts in Krabiclaw.
Use Edit next to the bank account to open your business’s Stripe Express dashboard.
In Stripe Express, open Payments, then the disputes tab.
Select the dispute and review its reason, disputed amount and deadline.
Choose Counter dispute to challenge it or Accept dispute to accept it.

If the expected dispute or controls are missing, confirm you opened the correct business’s account and contact Krabiclaw support before the deadline.

Decide whether to accept or challenge

Accept when you agree that the customer should receive the disputed funds. Acceptance closes your opportunity to contest that dispute.

To challenge, address the customer’s specific complaint with the evidence requested in Stripe. The relevant evidence can include the booking or order details, the agreed service and cancellation terms, proof of delivery or attendance, customer communications, and any refund already issued.

Choose evidence that answers the dispute reason. More documents do not help if they do not address the complaint.

Submit evidence before the deadline

Use the deadline shown for the individual dispute. Response windows vary; do not rely on a general number of days.

Review the complete evidence package before final submission. You have one opportunity to submit it, and cannot add or change evidence after submission. A message to the customer or to Krabiclaw is not a submitted dispute response.

If you do not respond in time, you can lose the disputed funds without your evidence being considered.

What the status means

Needs a response: Action is required before the deadline.
Under review: Your response is being reviewed.
Won: The provider reports a successful outcome.
Lost: The provider reports an unsuccessful outcome.
Closed: The inquiry or dispute has closed; check its details for the result.

Some entries are inquiries, which precede a formal chargeback. Respond to the inquiry’s own request. If it later becomes a formal dispute, a new response may be required.

The card issuer decides the outcome. Krabiclaw and Stripe display and process that decision.

How a dispute affects your balance and fees

A chargeback can remove the disputed payment from your connected Stripe balance and affect your upcoming payouts. Applicable Stripe dispute costs are included in actual provider costs. KrabiClaw Payments fees aren’t returned after a refund or dispute.

Stripe Managed Risk covers unrecoverable negative balances on Krabiclaw’s connected accounts. It does not guarantee that your business keeps disputed payment funds or eliminate the need to respond.

If the customer says they withdrew the dispute

Check the dispute’s current status in Stripe. While it remains open, keep preparing the required response and meet its deadline. A customer’s message does not, by itself, close the bank’s case.