Fraud or dispute management
A customer can dispute a card payment with their bank: this is a dispute (or chargeback). The bank then holds the amount while it decides.
Be notified of a dispute
Section titled “Be notified of a dispute”When a dispute is opened on a Stripe card payment, your site’s Super Admin users receive an email “Un paiement vient d’être contesté” (a payment has just been disputed). It gives:
- the transaction number and its amount;
- the email of the customer concerned;
- the reason given by the bank.
Ciklik support receives a copy of this email.
Find the transaction
Section titled “Find the transaction”The dispute is not displayed in the back office. To find the disputed payment:
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Go to Sales > Payments > Transactions.
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Search for the transaction number given in the email.
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Open the transaction: it leads to the order and the customer.
If you linked your own Stripe account (Link My Stripe Account action), the dispute and its response are also handled from your Stripe dashboard.
Respond to a dispute
Section titled “Respond to a dispute”Always start by contacting the customer: they may have forgotten the payment, not recognized the label on their statement, or an authorized relative may have paid. If they agree to withdraw the dispute with their bank, that is the best outcome. You still need to provide evidence, including the exchange where they agree to withdraw it.
Payment reported as fraudulent
Section titled “Payment reported as fraudulent”This is the most common case: the cardholder states they did not authorize the payment (lost or stolen card, unrecognized payment).
If the payment really was made with a stolen card, you will have to accept the dispute: card networks hold the merchant liable for fraudulent payments. If you believe the dispute is unfounded, gather the evidence listed below.
Product not received
Section titled “Product not received”The customer claims they did not receive their order. You must prove the parcel was delivered before the date the dispute was opened. Understanding why the customer disputed will also help you prevent it from happening again.
Evidence to gather
Section titled “Evidence to gather”- Delivery address
- Shipping date
- Carrier
- Tracking number
- Proof of parcel drop-off
- Copy of the terms and conditions
- Email exchanges with the customer
On a Stripe account managed by Ciklik, send these documents to support@ciklik.co with the transaction number.