When a customer disputes a charge, Quipli makes it easy to manage the entire process without leaving the platform. This article walks you through how to view, accept, or counter disputes — and how to build the strongest possible evidence package if you choose to fight back.
ℹ️ Act Quickly: Dispute response windows are strict. You typically have 7–21 days from the dispute date (depending on the card network) to submit your evidence. The exact deadline is shown in Quipli's Stripe Payments tab for each dispute. If you miss the deadline, the dispute is automatically lost.
Step 1 — Understanding the Dispute Timeline
Before taking action, it helps to understand how Stripe disputes unfold from start to finish:
Phase | What Happens | Timeframe |
Dispute Created | Quipli notifies you by email and in the Stripe Payments page | Immediately |
Customer Window | Customers can dispute a charge up to 120 days after the transaction (longer in some cases), which is why disputes sometimes arrive months after the original charge | Up to 120 days post-charge |
Your Response Window | You must accept or submit counter-evidence before the deadline shown in Quipli | 7–21 days (varies by card network) |
Bank Review | The customer's issuing bank reviews your evidence and makes a final decision — Stripe has no control over this phase | Up to 60–75 days (sometimes longer) |
Outcome | Stripe notifies you of the bank's decision via email and in Quipli | After bank review |
Step 2 — Access the Dispute in Quipli
All disputes can be managed directly inside Quipli. To get there:
Navigate to Accounting > Stripe Payments.
Click on the Disputes tab.
Click on the specific dispute you want to work on.
A pop-up will appear showing the full details of the dispute, including the response deadline.
Step 3 — Accept or Counter the Dispute
Once you've reviewed the dispute details, you have two options:
Accept the dispute — Click Accept Dispute if you agree with the customer's claim or decide not to contest it. The disputed amount will be returned to the customer and a Stripe dispute fee will apply.
Counter the dispute — Click Counter Dispute if you believe the charge was valid. You'll be guided through a series of prompts to upload your evidence and explain your case.
📌 One Shot: Once you submit a counter, you cannot add more evidence later. Make sure your submission is complete before clicking submit.
Step 4 — Build a Strong Evidence Package
If you're countering a dispute, the quality of your evidence package is everything. Banks respond to clear, organized documentation — not explanations. Use the checklist below to gather everything before you submit.
Rental Agreement / Contract
Signed contract with the customer's name, address, phone, and email.
Rental start and end dates.
Terms covering damages, liability, or non-payment.
Digital signature logs or IP address if signed electronically.
Proof of Authorization
Signed credit card authorization form (if used).
System log showing the cardholder completed checkout.
For in-person transactions: a copy of the receipt with the cardholder's signature.
Proof of Identity
Copy of driver's license or government ID collected at rental.
Any secondary ID collected (common for heavy equipment rentals).
Proof of Delivery / Pickup
Date/time-stamped pickup slip signed by the customer.
Photos of the equipment at pickup or delivery.
GPS or delivery records if the equipment was delivered to a job site.
Employee notes or logs from the handoff.
Proof of Usage / Return
Return logs signed by the customer.
Photos of the equipment on return, especially if damaged or dirty.
GPS or telematics data showing equipment use during the rental period.
Communication Records
Emails, texts, or chat logs confirming the rental terms.
Invoices and payment reminders sent to the customer.
Any message where the customer acknowledged the charges or their responsibility.
Refund or Resolution Attempts
If you offered any refund, note this clearly in your submission. Banks want to see that you attempted to resolve the situation fairly before the dispute was filed.
Step 5 — Tips for Submitting Your Counter
Before hitting submit, follow these best practices to give yourself the best shot at winning:
Submit once, fully. You cannot add evidence after submission, so gather everything first.
Use clear file names. Name your files descriptively — for example: Contract.pdf, PickupSlip.jpg, ReturnPhotos.zip. Avoid vague names like "scan1.pdf."
Include a cover letter. Write 1–2 paragraphs summarizing your case in plain language. For example: "Customer signed rental agreement for Excavator (11,000 lbs, w/ thumb) for 5 days. Pickup slip attached with signature. Equipment used and returned in good condition. Credit card authorized by [Customer Name] on [Date]. Dispute is invalid because services were fully rendered."
Stay professional and factual. Banks review documentation, not emotions. Keep your tone neutral and stick to the facts.
Build your evidence habit now. If you consistently collect signed contracts, pickup slips, and return photos for every rental, you'll always be ready if a dispute comes in.
Once submitted, Stripe will pass your evidence to the customer's bank. You'll be notified of the outcome by email and in Quipli once the bank completes their review — this typically takes 60–75 days.
Need Help?
Contact Quipli support ([email protected]) if you:
Cannot find a dispute in the Stripe Payments tab.
Are unsure whether to accept or counter a specific dispute.
Have questions about what evidence to include for your situation.
Received an outcome you'd like help understanding.