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Getting Paid1 min readUpdated 2026-03-27

Handling disputes and chargebacks

What happens when a client disputes a payment, how to submit evidence, and how to protect your business from chargebacks.

What happens when a client disputes a payment

A dispute (chargeback) occurs when a client contacts their bank to reverse a charge. Stripe notifies Ratio immediately, and you have a limited window to respond with evidence.

Ratio sends you an email alert the moment a dispute is filed and shows a deadline countdown on the Payments page.

  1. 1You receive an email and in-app notification about the dispute.
  2. 2Go to Payments > Disputes and click into the dispute detail.
  3. 3Review the reason (product not received, not recognized, etc.) and the evidence deadline.
  4. 4Fill in the evidence form: customer name, email, service description, and any supporting details.
  5. 5Submit the evidence. Stripe reviews and makes a final decision.

How to reduce disputes

  • Use clear business names on invoices so clients recognize the charge.
  • Send invoices with detailed line items and descriptions.
  • Keep signed contracts and delivery proof in Ratio.
  • Respond to client messages quickly through the portal.
  • Offer refunds proactively when work is genuinely incomplete.