Chargebacks explained

A chargeback happens when a cardholder asks their bank or card issuer to reverse a payment. The issuer, the card scheme and Stripe follow their own rules and timescales. This is different from a Marketplace issue, which is handled under the Marketplace Dispute Resolution Policy.

You may use your card issuer's dispute process, and we do not remove or restrict that right. We ask that you first try to resolve the matter through the Marketplace where that is practical, because it is usually quicker.

When a chargeback is raised we pause release of any related Protected Payment and link the chargeback to the order. Stripe may take the disputed amount and a dispute fee from the account against which the payment was made while the dispute is open.

We and the Provider may supply evidence to Stripe, such as order records, messages, delivery confirmations and approvals. We will tell you what is needed and by when.

Where a chargeback is lost, the amount and any associated fees are allocated as set out in the Provider Terms and according to how the payment was configured with Stripe. We may recover the amount from the party responsible as those terms allow.

Where both a chargeback and a Marketplace issue exist for the same order, we link them. We will not pay out the same money twice, and the outcome of the chargeback is taken into account in the Marketplace case.

Raising a chargeback after receiving the work as agreed, or to avoid paying for it, may be fraud. We may restrict accounts involved in misuse and share information with Stripe and the authorities where the law permits.