Stripe disputes do happen from time to time and is not abnormal and can take up to 90 days to be resolved. If your clients are not recognizing the charges you can have Fons change your statement descriptor, this is what your client see on their statements. Your statement will be your Organization Name under the Fons Organization profile.
A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their card issuer. A dispute can also happen if a cardholder's issuing bank has found fraud and will just stop all transactions.
If a dispute has been made and you feel like this has been a mistake please contact your client and have them contact their bank or credit card company to withdraw the dispute.
If you receive a dispute you can do one of the following by contacting Fons:
Once a dispute has been started you cannot refund from Fons. You can accept this dispute immediately to refund the cardholder and close the dispute. You will be assessed a chargeback fee of $20.00. Once you accept the dispute you must wait for the resolution and nothing more can be done with the charge.
You may submit evidence challenging the dispute. By providing Fons Customer Success Team evidence like studio policies or agreements and/or any correspondences between you and proof that the customer received the product. Once you challenge the dispute you must wait for the resolution and nothing more can be done with the charge.
You can just wait to see if the dispute resolves itself
Following the creation of the dispute, you have a limited amount of time (usually 7-21 days, depending on the card network) to respond to the dispute.
If you submit evidence, the issuer also has a limited amount of time (usually 60–75 days, depending on the card network) to evaluate the evidence and decide the outcome.
The full lifecycle of a dispute, from initiation to the final decision from the issuer, can take as long as 2-3 months to complete.
There are no actions a business can take to reliably accelerate this timeline, other than to decline to contest the dispute by accepting it.
At the completion of the dispute process, the issuer either overturns the dispute in your favor or upholds the dispute in their cardholder’s favor.
Throughout this process, Stripe facilitates your case, but doesn’t have influence over the outcome, which is at the sole discretion of the account owner’s bank.