A customer disputed a card payment (chargeback). What happens?
You get the notification “Payment disputed by a customer”. The disputed amount is taken from your Stripe account until the bank decides, and Stripe's dispute fees are charged to you, not Resovu. Collect evidence of the booking; if you win, the money comes back.
How to do it
Notification “Payment disputed by a customer” → open Bookings and find the booking by customer and amount.
Collect evidence: the booking detail (date, service, price), the confirmation email, accepted terms, any messages and proof the customer came.
Card payments run through Resovu's Stripe account, so Resovu answers the dispute in Stripe for you. Reply to our email (or write to Support) and attach the evidence within a few days – the bank sets a deadline.
Customer simply wants a refund? Consider Refund payment in the booking detail – a refunded payment is not taken twice.
Wait for the bank. You get “Payment dispute won” (the amount comes back to your Stripe account) or “Payment dispute lost” (it stays with the customer).
Tips and common mistakes
- Stripe's dispute fees (in the Czech Republic 550 KÄŤ when a dispute is opened, another 550 KÄŤ if it is contested) are the business's cost and are deducted from your next payments or the monthly statement. Fees Stripe returns after a win go back to you.
- If the amount cannot be taken from your Stripe account, it is recorded as a debt and deducted from your next card payments, the monthly statement or your subscription; a won dispute cancels it.
- A disputed online gift card is deactivated straight away.
- Prevention: clear cancellation terms, your business name the customer recognises, and an easy refund when asked.
Why it matters
A dispute costs money even when you win, so acting fast with good evidence – or refunding when it is fair – protects your revenue.
Frequently asked questions
Does Resovu pay the chargeback?
No. The money for a booking belongs to the business, so the disputed amount and Stripe's dispute fees are the business's cost. Resovu takes them back from your Stripe account or your next payments.
Is the booking cancelled automatically?
No. The booking stays as it is; cancel or keep it yourself.
The customer opened only an inquiry. Is money taken?
Not yet. Money is taken only if the inquiry turns into a dispute.
Who answers the dispute in Stripe?
Resovu, because card payments run through Resovu's Stripe account. We may ask you for evidence; the bank decides.
Where to find it in Resovu
- Open in Resovu
Menu path: SettingsPayment methods
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Didn't find the answer?
Write to us via Support in the admin or at resovu@resovu.com.
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