What happens when a customer disputes a card payment?
The bank holds the money while it decides, and the invoice still reads paid. You answer the dispute in Stripe, not in Zaras.
Answer a dispute
- Open the invoice and press the disputed payment in its payments list.
- In Payment details, press Open Stripe dashboard (tap it in the Zaras app).
- Answer the dispute in Stripe.
The owner's press opens their Stripe account directly. Anyone else lands on Stripe's sign-in page.
What you see
The payment reads Disputed, and the invoice's activity shows Payment disputed: The funds are held while the bank decides. The invoice still reads paid. The Zaras app can also push Payment disputed, under Estimates & payments alerts.
The dispute ends one of two ways:
- Dispute won: The bank decided in your favor and the funds were returned.
- Dispute lost: The funds went back to the customer and the balance is owing again.
Refund is missing on a disputed payment
This payment is under dispute. Stripe holds it until the dispute closes, so it cannot be refunded. After a lost dispute there is nothing left to refund.
Who can do this
Answering needs a sign-in to the Stripe account. From Zaras, only the owner's press opens it directly.