A dispute is when the cardholder contacts their bank about a transaction that they claim they have not made, aka, they do not recognise the transaction and therefore suspect fraud.
For more important information about disputes, and how best to respond to them, here is a link to Stripe's info page.
You will always be emailed by Stripe when a dispute is raised. This email will be sent to the ‘notification email’ that was put down on the setup form when your property's Stripe account was first created (if your property has not since updated this email address). If you would like to check which email address is registered, send an email address to support@journey.travel. It is important to keep this up to date, to ensure that the correct person gets this information as soon as possible.
Our Support team completes daily checks, Monday-Friday, for disputes or Early Fraud Reviews. If we notice one of these, we will reach out to the same email address that is registered to your property's Stripe account.
If you wish to counter the dispute, we will need your property to provide our support team with as much evidence as possible such as order confirmations, client communications, terms and conditions etc. We then have a limited time frame that we can then upload to Stripe for you.