This guide walks you through how to decide whether to challenge a dispute, how to prepare evidence, and how to improve your chances of winning.

🧭 How Disputes Work

When a dispute is filed, the disputed amount plus a dispute fee ($15) is temporarily withdrawn from your Stripe balance. The card issuer (not Stripe) reviews the case and makes a final decision based on the evidence provided.

You have two options:

• Counter the dispute: Submit compelling evidence to the issuer through Stripe.
  
  

• Accept the dispute: Either ignore it or explicitly accept it.  If you choose not to respond to the dispute, it will be treated as an acceptance by default, and a $15 dispute fee will be applied by the bank.

✅ Should You Challenge the Dispute?

Before you respond, review:

• Dispute reason (e.g. “Product not received”, “Fraudulent”, etc.)

• Your own records and evidence (e.g. delivery confirmation, signed receipts, communication history)
  
  

If you believe the charge was valid and you have documentation to support that, it’s usually worth challenging the dispute.

📂 Common Dispute Scenarios and What Evidence to Submit

The type of evidence you should provide depends on the reason for the dispute. Here are the most common dispute types and the evidence that helps support your case:

🔁 Duplicate Payment:

How to overturn it: Explain and demonstrate one or more of the following:

• Each payment was for a separate product/service/installment
• You already issued a refund to your customer
• The customer withdrew the dispute

Recommended evidence to submit:

• Reservation confirmation 

• Reservation receipt. 

• An explanation of the difference between the disputed payment and the one the customer believes it’s a duplicate of.

• Documentation for the prior payment that can uniquely identify it, such as a separate receipt/invoice. Pair this document with a similar document from the disputed payment that proves the two are separate. Make sure each receipt clearly indicates that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer, be sure to address any concerns they had in your evidence.

• Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. 

• If they didn’t reach out to you before the dispute, state that clearly.

• If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like: 

• A screenshot of a text conversation

• A PDF of an email exchange

• A PDF of your written account of a phone conversation, including dates of contact

• Whether you already issued the refund the camper is entitled to

• Whether the camper withdrew the dispute

🔐 "Fraudulent" Claims:  

• That the legitimate camper—or an authorized representative (such as an employee or family member)—did in fact make the payment
• You already issued a refund to the camper
• The customer withdrew the dispute or otherwise acknowledged they recognized the charge and filed the fraud dispute in error

• Reservation confirmation 
• Reservation receipt. 
• Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
• Evidence that the transaction was completed by a member of the camper´s family or household
• Evidence of one or more non-disputed payments on the same card
• Whether you already issued the refund the camper is entitled to
• Whether the camper withdrew the dispute
• Proof of camper´s communication such as email, texts, phone calls regarding the disputed transaction or reservation.

📦 Product Not Received:

• The reservation was fulfilled.
• You already issued a refund to the camper 
• The customer withdrew the dispute

• Reservation confirmation 
• Reservation receipt. 
• Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly.
• If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
• A screenshot of a text conversation
• A screenshot of the reservation Chat feature
• A PDF of an email exchange
• A PDF of your written account of a phone conversation, including dates of contact
• Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
• If the camper stayed at the park, any documentation—such as check-in records or message history—can be submitted as evidence
• Whether you already issued the refund the camper is entitled to
• Whether the camper withdrew the dispute

🚫 Product Unacceptable:

• That all amenities, images, and services of the park were accurately disclosed prior to the purchase
• You already issued a refund to your customer
• The customer withdrew the dispute

• Screenshots of the park’s listing that include the description, photos, amenities, and services offered—anything that demonstrates the camper was presented with this information prior to booking
• Reservation confirmation
• Reservation receipt
• Camper communication (emails, texts, or reservation chat messages) showing no complaints regarding the amenities or services offered

💸 Credit Not Processed:

• You already issued the refund your customer is entitled to

• The customer isn’t entitled to a refund

• The customer withdrew the dispute

Evidence needed:

• Your Cancellation & Refund policy, as provided to the camper. This might be:

• Reservation Confirmation

• Screenshot of your listing where it is displayed

• An explanation of how and where the applicable Cancellation & Refund policy was displayed to your customer prior to purchase (before online check out and in the reservation confirmation email)

• Your explanation for why the customer isn’t entitled to a cancellation or refund. 

• Whether or not the customer attempted to resolve the issue with you prior to filing a dispute.

• If they didn’t reach out to you before the dispute, state that clearly.

• If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence (a screenshot of a text conversation would be useful)

• A PDF of an email exchange

• A PDF of your written account of a phone conversation, including dates of contact

• Any argument invalidating the dispute reason, such as a PDF or screenshot showing:

• Whether you already issued the refund the camper is entitled to

• Whether or not the customer used the digital product or service in whole or in part. If they partially used it, or whether the dispute amount exceeds the value of the unused portion

• Whether the camper withdrew the dispute

📚 For a full list of dispute categories and evidence suggestions:
👉 Dispute Category Types – Stripe Docs

🧾 Submitting Your Evidence

Once you choose to challenge a dispute, upload your evidence to the form linked in the email you received before the deadline shown. This is your only opportunity to communicate with the card issuer—no back-and-forth is allowed.

Alongside your documents, it's essential to provide a clear, concise, and factual explanation of the situation.
This written statement should:

• Summarize the key facts of the transaction

• Explain why the dispute is invalid

• Help the card issuer understand your position quickly and easily
  
  

Think of it as telling your side of the story—keep it professional, objective, and backed by evidence.

Make sure your submission is:

• Clear and easy to read

• Relevant to the reason for the dispute

• Well-documented with supporting files (PDFs, images, screenshots)
  
  

What If You Want to Refund the Camper?

Still Need Help?

If you have questions or need support with a specific case, reach out to our Customer Success team. We’re here to help.