Disputes
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      Handling Disputes (Chargebacks) Through Tough Commerce

      Learn what happens when your customer disputes a charge, how we support you through the process, and how to improve your chances of a successful outcome.

      If one of your customers disputes a charge they made through your Tough Commerce platform, it’s important to understand how the process works and what steps you’ll need to take.

      We’ve put together this guide to help you understand what a dispute is, how we handle it on your behalf, and how you can respond effectively.

      Important: Disputes are initiated by your customer directly with their bank or credit card provider. Tough Commerce does not initiate or influence this process. Our role is to support you in submitting a response to the dispute through Stripe, our payment processor. The final decision is made by your customer’s bank, not by Tough Commerce or Stripe.

      What Is a Dispute (Chargeback)?

      A dispute (also called a chargeback) occurs when your customer contacts their bank to contest a charge. This can happen for reasons such as:

      • They don’t recognize the charge

      • They claim they didn’t authorize the transaction

      • They believe the product or service wasn’t received as expected

      Once a dispute is filed, the full dispute amount is temporarily withdrawn from your account while the bank reviews the case.

      How the Dispute Process Works

      1. Your customer raises a dispute with the bank. 
      2. The disputed amount and the dispute fees are debited from your account. 

      3. We notify you by email when a dispute is filed.

        1. The email includes a form with questions and a section for uploading your evidence (e.g., proof of delivery, communications, terms).

      4. Once submitted, we send your response to Stripe.

      5. Stripe then submits the case to your customer’s bank, who makes the final decision.

      6. We’ll notify you once a final decision is made.

      Tough Commerce immediately debits the disputed amount and dispute fees from your account when the dispute is filed. If you win, the funds are returned.

      Fees Associated with Disputes

      When a dispute is filed, Stripe applies the following charges:

      • $15 dispute fee when the dispute is received

      • Additional $15 if we choose to counter the dispute (i.e., submit evidence)

      • If the dispute is won, the $15 counter-dispute fee is refunded

      • The original $15 dispute fee is non-refundable

      Tough Commerce will debit both the disputed amount and the associated fee(s) from your account immediately when the dispute is opened.

      How Long Do I Have to Respond?

      Once we notify you of a dispute, you must submit your evidence to us within 5 business days via the form in the email.

      This ensures we can process and submit your response before Stripe’s internal deadline (which is typically 7–21 days from when the dispute is initiated, depending on the card network).

      If we do not receive your evidence within 5 days, we will not be able to submit a response, and the dispute will be considered lost.

      What Evidence Should I Submit?

      Submitting strong and relevant evidence improves your chances of a successful outcome. Best practices include:

      • Proof of delivery or service: E-ticket, delivery slip, photos, signatures

      • Customer communications: Emails, messages, or screenshots showing agreement

      • Your refund policy or terms of service (especially if the customer acknowledged them)

      • Order confirmations, invoices, or signed documents

      How to access supporting documentation:

      You can download the E-ticket, invoice, or delivery slip from your Tough Commerce dashboard.
      Follow these steps:

      Make sure all documents are clear, relevant, and concise. The customer’s bank will review your evidence directly, and they are unlikely to read through long explanations or disorganized files.

      Can My Customer Cancel a Dispute?

      Yes, your customer can contact their bank and request to withdraw the dispute if they agree that the charge was valid.

      However, you must still submit your evidence through the dispute form. This ensures that the case is closed in your favour and your funds can be returned. Banks will not close the dispute just because the customer says they’ve changed their mind- they need proof and proper closure via the dispute process.

      What Happens If I Lose the Dispute?

      • The disputed amount will not be returned to your account.

      • A non-refundable dispute fee will apply.

      • The decision is final and cannot be appealed.

      You will not be able to issue a refund once a formal dispute is open. Any resolution must go through the dispute process.

      What Happens If I Win the Dispute?

      • The disputed amount will be returned to your account within within 3–7 business days.

      • If applicable, the dispute counter fee may also be refunded.

      • No further action is needed.

      The full process typically takes 30-90 days from start to finish, depending on the card network.

      How Long After a Payment Can a Dispute Be Filed?

      Your customer can initiate a dispute up to 120 days from the original charge date. In some cases, such as for future bookings or services , this window may start from the event date, not the purchase date.