Understanding Payment Disputes
What Is a Dispute?
A payment dispute (chargeback) happens when:
A member contacts their bank saying:
"I didn't authorize this charge"
"I didn't receive what I paid for"
"I want a refund"
"This charge is fraudulent"
The bank then:
Reverses the charge (money taken back from you)
Notifies Stripe
Stripe notifies you
You have 7 days to respond with evidence
Bank reviews evidence
Bank makes final decision
If you win: Money returned to you If you lose: Money stays with member, plus $15 dispute fee
Why Disputes Happen
Common Reasons
Friendly fraud (most common):
Member forgot they subscribed
Member doesn't recognize charge
Member's family member subscribed without permission
Member wants refund but doesn't want to ask
Legitimate disputes:
Actually didn't authorize (card stolen)
Didn't receive access to community
Technical issue preventing access
Service not as described
Intentional fraud:
Member got access, then disputes to get money back
Less common but happens
Understanding why helps you prepare better evidence.
The Dispute Timeline
What Happens Step-by-Step
Day 0: Member contacts bank
Files dispute/chargeback
You don't know yet
Day 1-2: You get notified
Stripe sends email notification
Money held (or already reversed)
Stripe dashboard shows dispute
Day 1-7: Evidence window
You have 7 days to respond
Gather and submit evidence
CRITICAL: Don't miss this deadline
Day 8-14: Stripe submits to bank
Stripe packages your evidence
Sends to member's bank
You wait
Day 15-60: Bank reviews
Bank looks at evidence
Makes decision
Timeline varies (30-60 days typical)
Final: Decision
✅ Win: Money returned to you
❌ Lose: Money stays gone + $15 fee
Act fast: 7-day window is tight.
Gathering Evidence From LaunchPass
Evidence Source 1: #launchpass Channel Logs
What to get: Proof member joined and agreed
Step 1: Go to #launchpass channel
Open Discord/Slack/Telegram
Find your #launchpass channel
Search for member's email or name
Step 2: Find join notification
Look for message like:
✅ NEW MEMBER ACTIVATED Name: John Doe Email: [email protected] Subscription: Monthly ($29/month) Joined: January 15, 2024 at 3:45 PM
Step 3: Screenshot it
Take clear screenshot
Show full message
Include date/time stamp
Include channel name
Save as PNG or JPG
Why this matters: Proves member joined and when.
Evidence Source 2: LaunchPass Dashboard
What to get: Transaction history and member details
Step 1: Go to LaunchPass dashboard
Log into LaunchPass
Go to "Members" section
Step 2: Find the member
Search by email address
Click on member profile
Step 3: Get transaction details
Look for:
Subscription start date
Payment history
Amount paid
Payment method (last 4 digits)
Subscription status
Any cancellation date
Step 4: Screenshot everything
Member profile page
Transaction history
Payment events
Subscription details
Why this matters: Shows complete payment relationship.
Evidence Source 3: Email Communications
What to get: Any emails with member
Check for:
Welcome email you sent
Member questions/replies
Password reset requests
Support conversations
Cancellation requests
Anything showing they engaged
How to get:
Search your email for member's address
Export/screenshot relevant conversations
Include headers (date, from, to)
Show member was responsive
Why this matters: Proves member knew about service and engaged with it.
Evidence Source 4: Terms Acceptance
What to get: Proof they agreed to terms
Option A: LaunchPass signup page screenshot
Go to your signup page
Screenshot showing:
Terms of service link
"By signing up you agree..." text
Pricing displayed
Clear description
Option B: Signup flow evidence
Member had to check "I agree" box
Screenshot of that flow
Timestamp of their agreement
Why this matters: Shows they knowingly agreed.
Evidence Source 5: Access/Usage Logs
What to get: Proof they used the service
For Discord:
Member message history (if any)
Channels they viewed
Last online time
Voice chat participation
For Slack:
Similar activity logs
Message history
Channel access
For Telegram:
Activity in group/channel
Message participation
How to get:
Check platform's member activity
Screenshot their participation
Show they accessed community
Prove they received what they paid for
Why this matters: Hard to claim "didn't receive" if they used it.
Creating Your Evidence Package
What to Include
Must-have documents:
Receipt/Invoice
From Stripe
Shows amount, date, member email
Clear and official
#launchpass join notification
Screenshot showing they joined
Date and time visible
Member email shown
LaunchPass dashboard records
Member profile
Transaction history
Subscription details
Terms of service
Your full terms
Refund policy
Cancellation policy
Link where they agreed
Signup page screenshot
Shows what they saw
Pricing was clear
Terms were visible
Should include if available:
Email communications
Welcome email
Support conversations
Password resets
Usage logs
Platform activity
Messages sent
Time spent in community
Refund policy
Your specific policy
Where it's displayed
That they agreed to it
How to Organize Evidence
Create a document with:
Cover page
Dispute case number
Member name and email
Transaction date and amount
Your business name
Summary (1 paragraph)
What happened
Why dispute is invalid
Key evidence points
Evidence sections (labeled)
Receipt (Exhibit A)
Join logs (Exhibit B)
Dashboard records (Exhibit C)
Terms acceptance (Exhibit D)
Usage logs (Exhibit E)
Communications (Exhibit F)
Conclusion (1 paragraph)
Member received service
Member agreed to terms
No refund warranted
Request to deny chargeback
Save as PDF for submission.
Submitting Evidence to Stripe
Step-by-Step Submission
Step 1: Log into Stripe
Log in
You should see dispute notification
Step 2: Find the dispute
Click "Disputes" in left menu
Find the disputed charge
Click on it
Step 3: Respond to dispute
Click "Submit evidence"
You'll see evidence form
Step 4: Fill out the form
Stripe's evidence form has fields:
Product description: What member paid for
Billing address: Member's address (if available)
Receipt: Upload invoice/receipt
Customer communication: Upload emails
Service date: When they joined
Service documentation: Screenshots of access
Duplicate charge documentation: If applicable
Refund policy: Your policy text
Refund policy disclosure: Where it's shown
Terms of service: Your full terms
Cancellation policy: Your policy
Cancellation policy disclosure: Where shown
Customer signature: Digital acceptance proof
Access activity log: Usage evidence
Uncategorized file: Any other evidence
Step 5: Upload all evidence
Upload each document/screenshot
Fill in all text fields
Be thorough and clear
Step 6: Write explanation
In the "Additional information" field:
"This charge is legitimate. Member John Doe signed up on [DATE] at [TIME] as evidenced by our #launchpass channel log (Exhibit A). They received immediate access to our Discord community and participated actively as shown in usage logs (Exhibit B).
Member agreed to our Terms of Service during signup (Exhibit C), which clearly displays our no-refund policy (Exhibit D). They received exactly what they paid for.
This appears to be friendly fraud where the member is seeking a refund without following proper channels. We respectfully request this chargeback be denied."
Step 7: Submit
Review everything
Click "Submit evidence"
Confirmation appears
You're done
Step 8: Wait for decision
Stripe submits to bank
Bank reviews (30-60 days)
You get notified of outcome
Writing Effective Evidence Narratives
Template: Dispute Response
Use this structure:
DISPUTE RESPONSE FOR CASE [NUMBER] SUMMARY: On [DATE], customer [NAME] ([EMAIL]) subscribed to [COMMUNITY NAME] for $[AMOUNT]/month. Customer received immediate access to our [PLATFORM] community and actively participated. This chargeback is invalid. EVIDENCE OF LEGITIMATE TRANSACTION: 1. Customer signed up on [DATE] at [TIME] (Exhibit A: #launchpass log) 2. Customer received access confirmation email (Exhibit B) 3. Customer accepted Terms of Service during signup (Exhibit C) 4. Customer actively used service [NUMBER] times (Exhibit D: activity log) 5. Customer did not contact us for refund before filing dispute TERMS WERE CLEAR: - Pricing displayed clearly: $[AMOUNT]/month - Refund policy visible on signup page (Exhibit E) - Terms of service linked and required acceptance - No cooling-off period offered CONCLUSION: Customer received exactly what they paid for. They had access to our community and used it actively. This is friendly fraud. We request chargeback denial. Supporting documents attached as referenced.
Best Practices for Winning Disputes
Before Disputes Happen (Prevention)
✅ Clear terms on signup page
Pricing visible and large
Terms linked prominently
"By signing up you agree..." text
No hidden fees
✅ Good record keeping
#launchpass channel always on
Dashboard data backed up
Email communications saved
Activity logs accessible
✅ Clear refund policy
Displayed on signup
In terms of service
In welcome email
Easy to find
✅ Responsive support
Answer member questions
Handle issues promptly
Offer solutions before disputes
Document all conversations
✅ Clear business name
Stripe descriptor matches your brand
Member recognizes charge
Reduces "don't recognize" disputes
When Dispute Happens
✅ Act immediately - Don't wait 6 days
✅ Gather everything - More evidence is better
✅ Be thorough - Fill all Stripe fields
✅ Write clearly - Explain simply and directly
✅ Upload quality images - Clear, readable screenshots
✅ Stay professional - No emotion, just facts
✅ Follow up - Check Stripe for updates
✅ Learn from it - Improve your process
What NOT to Do
❌ Don't ignore disputes - You lose automatically
❌ Don't submit late - 7-day deadline is firm
❌ Don't be emotional - "This customer is lying!" ≠ good evidence
❌ Don't submit blurry screenshots - Must be readable
❌ Don't skip evidence fields - Fill everything
❌ Don't give up - Even strong cases can win
❌ Don't blame member - Just present facts
Understanding Win Rates
Realistic Expectations
Industry averages:
You win: 40-60% of disputes
You lose: 40-60% of disputes
Factors that increase wins:
Strong evidence package
Clear terms on signup
Usage logs showing activity
Quick response time
Professional presentation
Factors that decrease wins:
Late or missing evidence
Poor record keeping
Vague terms
No usage proof
Emotional responses
Even with perfect evidence: Some you'll lose. Banks often favor consumers.
After the Decision
If You Win
What happens:
Money returned to your Stripe account
Member may be notified
No dispute fee
Case closed
What to do:
Thank your documentation system
Update records
Monitor if member tries again
Consider if you want to refund anyway (goodwill)
If You Lose
What happens:
Money stays gone
$15 dispute fee charged
Member keeps money
Case closed (usually final)
What to do:
Review what evidence was weak
Improve documentation for next time
Consider if member should stay in community
Update terms/policies if needed
Document for future reference
Can you appeal? Rarely. Most decisions are final.
Troubleshooting
"I Can't Find the #launchpass Logs"
Why this happens:
Channel wasn't set up
Member joined before channel existed
Logs deleted
Looking in wrong place
What to do:
Check if channel exists - Do you have #launchpass?
Search by email - Use Discord/Slack search
Check date range - When did member join?
Use LaunchPass dashboard - Transaction history is there
Alternative evidence - Use email confirmations instead
"Member Claims They Never Received Access"
How to disprove:
Check #launchpass logs - Joined date/time
Platform activity - Did they send messages? Join voice?
Email confirmations - Did they receive welcome email?
Password resets - Did they reset password? (shows engagement)
LaunchPass dashboard - Shows "Active" status
Support tickets - Never complained about access?
If truly didn't get access:
Fix the issue
Refund them
Don't fight the dispute
"Dispute Deadline Already Passed"
What happens:
Automatic loss
Can't submit evidence
Money gone + $15 fee
Prevention:
Check Stripe dashboard daily
Enable email notifications
Respond within 24 hours of notification
Set calendar reminders
If it happens:
Accept the loss
Learn from it
Set up better monitoring
Related Resources
Handling Failed Payments (failed payment management)
What is the #launchpass Channel? (channel setup)
Understanding Your LaunchPass Dashboard (dashboard guide)
What is Stripe? (payment processor info)
Stripe Dispute Guide (Stripe official docs)
Stripe Dispute Evidence (evidence requirements)
Key Takeaways
✅ Respond within 7 days of dispute notification
✅ Gather 5+ evidence sources (#launchpass logs, dashboard, emails, terms, usage)
✅ Submit via Stripe dashboard dispute section
✅ Win rate: 40-60% with strong evidence
✅ Loss costs: Original amount + $15 fee
✅ Prevention is key: Clear terms, good records, responsive support
✅ Be professional: Facts only, no emotion
✅ Quality matters: Clear screenshots, organized submission
✅ Act fast: Don't wait until day 6
✅ Learn from losses: Improve documentation and policies
Need Help?
Have questions about handling disputes?
Email LaunchPass support: [email protected]
We can help with:
Finding evidence in LaunchPass
Understanding dispute reasons
Reviewing your evidence package
Accessing dashboard records
Best practices for your situation
Technical issues with #launchpass channel
We CANNOT:
Guarantee dispute wins (bank decides)
Submit evidence for you (must be in your Stripe)
Override bank decisions
Provide legal advice
For Stripe dispute questions:
Stripe Support: https://support.stripe.com/
Stripe Docs: https://stripe.com/docs/disputes
Response time: Usually within 24 hours