A customer disputed a payment — what happens now

A dispute (often called a chargeback) is a customer asking their bank to reverse a payment. The bank decides, not the card network and not us.

**What happens the moment it is filed**

1. The disputed amount is pulled from your balance straight away, along with a dispute fee charged by the card network. That happens before anyone reviews anything — it is not a judgement about who is right.
2. Turtini records the dispute and emails your organization's admins with the amount, the reason the customer gave, and the date you have to respond by.
3. Turtini writes a response for you, from the records kept when the payment was taken, and shows you exactly what it says.
4. That response is filed with the bank three days before the deadline, unless you tell us not to. You get reminders in between, and a final one if the deadline passes.

**Where to see it**

Open **Account -> Integrations**. Under your Stripe connection you will find **Payment disputes**, listing every dispute against your account with its deadline, the reason, the prepared response, and the date it files.

**You do not have to do anything.** The response goes in on its own. The reason we wait three days rather than filing immediately is that a bank accepts one response per dispute, ever — so the gap is your window to add the one thing we cannot know, like a message from the customer or an attendance list. See *How Turtini answers a dispute for you*.

**The deadline is still the part that matters.** A dispute nobody responds to is closed in the customer's favour automatically. That is the default outcome, not a penalty — which is exactly why we no longer leave it to chance.