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6 min readUpdated 12 July 2026

Disputes and chargebacks

You are the merchant of record​

Every guest charge happens directly on your own Stripe account, which means if a guest disputes a charge with their card issuer, it lands in your Stripe dashboard, not ours - you will see an email from Stripe about it before you hear from us. This is the same as any other card payment you take as a business.

The clock is real​

Evidence windows are set by the card networks, not by us or by Stripe - roughly 7 to 21 days depending on the network, and they do not pause for your day job. The sooner you respond, the better your odds, so treat that Stripe email as something to act on the day it arrives.

Your evidence pack is your order timeline​

The strongest response to a dispute is a clear record: what was bought, at what price, what was stated before the guest paid (the "what's included" and cancellation details they saw on your store), when it was approved if it needed approval, and when it was delivered. ExtraWelcome records every step of every order for exactly this reason.

If you need that record pulled together, email hello@extrawelcome.co.uk with the order reference and we will put your order's full timeline together for you.

How to respond in Stripe​

Stripe's dashboard walks you through submitting evidence for a dispute - open the disputed payment, choose "Submit evidence," and attach whatever supports your case: the order details above, any messages with the guest, and a plain description of what was delivered and when. Stripe's own guide covers the mechanics in more depth than we could here.

Prevention beats response​

A few habits make disputes rarer in the first place:

  • Keep extras honestly described - what is included, and what is not.
  • Keep cutoffs and lead times clear on the extra itself.
  • Turn approval on for anything calendar-dependent, so nothing is promised before you have confirmed it is possible.
  • If something does go wrong, refund it before it becomes a dispute - a small refund is cheaper than a chargeback, every time.

Still stuck?​

Email hello@extrawelcome.co.uk and we will help you put the evidence together.

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