Understanding the Difference Between Inquiries and Disputes on WithMe
If you’ve noticed a payment flagged in your WithMe dashboard as an "inquiry" but not yet a "dispute"—you’re not alone! Let’s break down what this means and how you can proactively handle it before things escalate.
🤔 What is an Inquiry?
An inquiry is the first stage of a potential dispute. It happens when a customer contacts their bank because they don’t recognize a charge or have a question about a transaction—but they haven’t officially filed a dispute yet.
This is often just a misunderstanding:
The customer might not recognize "WithMe" on their bank statement.
They may have forgotten about the purchase.
Or they may be unsure about what the charge was for.
Inquiries show up in your Stripe dashboard like disputes, but they’re actually a chance to clarify the charge before it turns into a formal dispute.
🛑 What is a Dispute?
A dispute (also called a chargeback) is more serious. It means the customer has formally challenged a payment through their bank. This could be due to reasons like:
Claiming the transaction was unauthorized
Saying they didn’t receive the digital product or service
Being unhappy with the purchase
When this happens, the payment is automatically reversed, and if you're based in the U.S., a $15 Stripe dispute fee may also be deducted from your balance.
💡 Key Differences: Dispute vs. Inquiry
Category | Inquiry (a.k.a. Retrieval) | Dispute (Chargeback) |
Severity | Low – pre-dispute stage | High – formal challenge of payment |
Who initiates | Customer’s bank or the customer via Stripe | Customer files with their bank/card issuer |
Process | Opportunity to resolve it early with communication | Involves submitting formal evidence to Stripe |
Outcome | Can be resolved without financial impact | Reverses the payment + may include a fee |
🙌 What You Can Do as a WithMe Creator:
Inquiries:
Reach out to your customer directly. If it’s a simple misunderstanding, you can resolve it quickly and prevent it from becoming a dispute. Offer clarity or a refund if needed.Disputes:
Gather your evidence (screenshots, delivery confirmations, communication records) and submit it through your WithMe Payments tab to fight the chargeback.
FAQs
Q: Can an inquiry turn into a dispute?
Yes. If not resolved, a customer can escalate an inquiry into a formal dispute (chargeback).
Q: Do I lose money if I get a dispute?
If you lose the dispute, the payment is reversed. In the U.S., a $15 dispute fee is also charged by Stripe.
Q: Can I avoid disputes?
Often, yes! Many disputes stem from confusion. Add clear descriptions to your products, set Terms & Conditions, and respond quickly to any concerns.