Disputes and chargebacks

A dispute, or chargeback, is when a buyer asks their bank to reverse a payment instead of asking you. The buyer's bank and Stripe handle it. Plukio doesn't decide disputes.

How you'll know

We email you "A buyer disputed a payment". The email names the order, the amount, the reason the buyer gave, and the date to respond by when Stripe sends one. Stripe holds the disputed amount until the dispute is resolved.

On your Orders page, the order says disputed next to the buyer.

The reasons you may see include:

• the cardholder says they didn't make this purchase
• the buyer says it never arrived
• the buyer says it wasn't as described
• the buyer says they were charged twice
• the buyer says a promised refund never came
• the cardholder didn't recognize the charge

Respond in Stripe

1. Go to your shop's Settings and press Open Stripe dashboard (or Open Stripe on your dashboard). This signs you in to Stripe.
2. Find the dispute and respond there.
3. Upload what shows the order was real and delivered: the tracking, your conversation with the buyer, anything else that helps.

The link to Stripe is on the web only. The iPhone and Android apps don't open Stripe yet.

While a payment is disputed

• You can't refund the order in Plukio. The Refund button goes away, because the buyer's bank is handling the money now. Anything more about it is settled in Stripe.
• If a refund you'd already sent fails because the payment was disputed, we tell you to respond from your Stripe dashboard.

Keep your evidence ready

Your tracking and your messages with the buyer are the evidence you'd upload. Add tracking when you ship an order, answer messages quickly, and refund when you agree something went wrong.