A client disputed a payment
A client charged back a card payment they made to you? Here's what a dispute is and how to respond.
Now and then a client asks their bank to reverse a card payment they made to you. That's a "dispute" (or "chargeback"), and it's different from refunding your own plan. Here's how it works and what you can do.
What a dispute is
When a client disputes a charge, their card provider pulls the money back while they investigate, and a fee may apply. It usually means a misunderstanding, an unrecognised payment, or unhappiness with the work. It is not a judgement on you, and it is usually resolvable.
How to respond
The strongest thing you can do is show the payment was legitimate. Gather your signed contract, the invoice, the proposal, and any messages where the client approved the work, all of which live against the project in HelloNoa. Stripe will prompt you to submit this evidence through your Stripe dashboard within the deadline they give. Respond promptly: the card provider decides based on what you submit.
Heading them off
Most disputes never happen when the paper trail is clear: a signed contract, a clear invoice with your name on it, and a short note before larger charges. If a client seems unhappy, a quick conversation usually beats a dispute for both of you.
If you're unsure how to respond to a specific dispute, open a chat with us and we'll point you to the right step.
Common questions
Is this the same as my subscription refund?
No. A dispute is about a payment a client made to YOU. Your own plan refund is separate — see Refunds and your 14-day right.
Still stuck?
Can't find what you need? Start a chat and we'll help you out.
Typically replies within a few hours · Mon–Fri