What if there's a dispute or chargeback?

If a customer formally disputes a charge with their bank (a "chargeback"), it's handled through Stripe, which manages the bank's dispute process.

What happens to the money

When a chargeback is opened, Stripe deducts the disputed amount plus a chargeback fee (currently $15 per dispute, set by Stripe) from your Stripe balance or your next payout while the bank reviews it. If the bank rules in your favour, the disputed amount is returned to you.

How to respond

You may be asked for evidence of the work or the agreement: your rate card, messages with the client in RateCards, photos of the finished job, and the booking details. Respond quickly and keep it factual.

Preventing disputes

• Describe each service clearly in your rate card, including what's not included.
• Keep client conversations in RateCards messages so there's a record.
• If a client is unhappy, a prompt refund is usually cheaper than a dispute. See Can I issue a refund or cancel a charge?

For everyday disagreements, message each other in the platform first. Most issues are resolved that way.

RateCards isn't a party to your transactions and doesn't mediate disputes, though in some situations we may try to help. The final outcome of a chargeback is decided by the customer's bank. Full details are in our Payments Terms. 8