Respond to a payment dispute

You have a fixed window to respond, shown on the dispute in **Account -> Integrations**. Once it passes, the dispute is decided for the customer and cannot be reopened.

**Gather evidence before you start.** The strongest evidence answers the specific reason the customer gave:

- **Fraudulent / "I did not authorise this"** — anything tying the real person to the purchase: the receipt, the email or phone number used, a delivery or check-in record, matching billing and shipping details, an account login history.
- **Product or service not received** — proof it was delivered or provided: tracking, a signed handover, attendance or scan records for an event, timestamps from the booking.
- **Not as described** — your published description or listing at the time of sale, photographs, and your refund or cancellation policy as the customer saw it.
- **Duplicate** — the two transactions side by side showing they were different purchases.
- **Subscription cancelled** — your cancellation terms and the record of when the customer actually cancelled.

**Submitting**

Turtini has already written a response and will file it three days before the deadline. You have two choices:

- **Add to it** (recommended). Open **Account -> Integrations**, find the dispute, and read the prepared response. Add anything we could not know in **Add your own account** — what the customer was told, a conversation you had, what they received. It is folded in within a few hours and goes out under your name.
- **Take it over.** Press **I will handle this myself**. Turtini then files nothing at all, and responding from your Stripe dashboard before the deadline becomes entirely yours to do. Choose this if you have files to upload — a signed form, an attendance export, a screenshot of a message thread — because files have to be attached in Stripe.

Either way, **you can only submit once**. That is a bank rule, not ours, and it is why the prepared response waits rather than going in the day the dispute opens.

**What happens after.** The bank reviews and decides, usually within 60 to 75 days. Turtini emails your admins with the outcome either way. If it is resolved in your favour, the amount and the dispute fee return to your balance automatically.

**If you agree with the customer**, you do not have to fight it. Accepting the dispute closes it immediately. Refunding after a dispute has opened does not withdraw it — respond to the dispute itself instead, or you can end up out both amounts.

**Turtini has already gathered most of this for you.** For payments taken through Turtini we record, at the moment of checkout, who the buyer said they were, the address and browser they came from, what they bought, and — once the order is fulfilled — the ticket, booking or access we issued them. That is what the prepared response is built from. See *What Turtini records when someone pays you* and *How Turtini answers a dispute for you*.