Stripe Disputes on WithMe
Everything you need to know about handling disputes and how WithMe supports you through the process.
What does it mean when a transaction is disputed on WithMe?
If you’ve received a notice from WithMe that a customer has disputed a charge, it means they reported the transaction to their bank as potentially fraudulent. Disputes are, unfortunately, a natural part of doing business online—especially when selling digital products and services.
We understand how discouraging this can be, especially if you’ve delivered genuine value through WithMe. But we’re here to support you every step of the way in gathering evidence and increasing your chances of winning the dispute.
What are your options when faced with a dispute?
You can:
Submit evidence to challenge the dispute, or
Accept the dispute, which automatically refunds the customer and closes the case.
How to respond to a dispute on WithMe:
Reach out to your customer directly
Try to find out why they submitted the dispute:Were they dissatisfied with your product or service?
Did they not receive it?
Did they simply not recognize the charge?
If you can clarify the situation, you might be able to resolve it directly and ask the customer to drop the dispute. Even if they don't respond, your attempt to resolve it adds strength to your case.
Gather all your evidence
Collect screenshots of messages, emails, DMs, text conversations, or summaries of phone calls. Organize everything into a single PDF for submission through your WithMe Income dashboard.
What evidence does WithMe submit for you?
We automatically include:
Customer's name, email, and billing address
Description of the product or service sold
Transaction receipt
Delivery and access logs for your digital product
Terms & Conditions (if enabled at checkout)
You can and should add more evidence—particularly communication with your customer—which can significantly boost your chances of a successful outcome.
Don’t have customer communication to submit?
That’s okay—while not required, it’s highly recommended. Even a simple screenshot of your attempt to contact the customer (even if they never replied) demonstrates good faith on your part.
What kind of customer communication is most helpful?
Stripe recommends providing:
Evidence that the customer did not try to resolve the issue with you first (if applicable)
Screenshots of text messages or emails
Written summaries of phone calls, including dates
Proof that the customer:
Used the product or service
Withdrew the dispute
Was already refunded
Is disputing more than the unused value of the product
How long does the dispute process take?
The full process can take 2–3 months. After you submit your evidence through WithMe, the customer’s bank typically takes 60–75 days to review and issue a decision.
You can track the dispute’s status from your WithMe Income tab.
How to protect yourself from future disputes on WithMe
Enable Terms & Conditions at checkout
This adds a checkbox your customers must accept before purchasing. If there’s ever a dispute, WithMe can show proof that they agreed to your refund or usage policy beforehand.Handle refund requests proactively
If a customer reaches out asking for a refund, always try to resolve the issue before it becomes a formal dispute. Offer a refund, exchange, or other resolution—and document everything with screenshots and emails.
🚨 Important:
Dispute evidence can only be submitted once. Once it’s sent, it cannot be edited or changed, so make sure your PDF includes everything.
Not all disputes start as disputes—you might first receive an inquiry. To understand the difference, check out our guide on Inquiries vs Disputes.