If a client disputes a payment to your business, it will follow the below process:
When the transaction is initially disputed:
- The client's bank / card issuer takes the disputed amount from Stripe.
- Stripe takes the disputed amount from your account.
- Stripe charges a $15 chargeback fee to your account.
- You are unable to refund the disputed transaction and must respond to the dispute to fight / accept it.
- You can read more about responding to a dispute here: How Do I Respond to a Client's Credit Card Dispute?
If you win the dispute:
- The bank / card issuer returns the disputed funds to Stripe.
- Stripe returns the disputed funds to your credit card processing account.
- The $15 chargeback fee is returned to your MassageBook Pay account.
If you lose the dispute:
- The disputed charge does not change hands at all. The bank / card issuer has already taken the funds back from Stripe so they just keep them.
- Stripe keeps the charge back fee ($15).
You can find more info here: How Disputes Work in Stripe