Payment dispute (chargeback) reference
This page explains the dispute lifecycle, evidence deadlines, and what MapleGather does (and doesn’t do) at M1 when a member disputes a charge with their bank.
To respond to a dispute, see Manage payment disputes and chargebacks.
What is a chargeback
Section titled “What is a chargeback”A chargeback happens when a cardholder contacts their bank to dispute a charge. The bank contacts Stripe, which opens a formal dispute against the payment. If the dispute is not successfully contested, Stripe reverses the funds and a fee typically applies.
Dispute statuses
Section titled “Dispute statuses”| Status | What it means |
|---|---|
| Needs response | A dispute has been opened and Stripe is waiting for evidence. Act before the evidence-due deadline. |
| Under review | You submitted evidence and Stripe is reviewing it. No further action needed until Stripe resolves. |
| Won | Stripe resolved the dispute in your favor. The payment status returns to its previous state. |
| Lost | Stripe resolved the dispute in the member’s favor. The funds were reversed and a dispute fee was applied. |
| Warning | An early-warning signal from Stripe (a warning_* state). This is advisory — the dispute has not formally opened yet and no evidence deadline applies. |
Evidence deadline
Section titled “Evidence deadline”Stripe sets an evidence-due deadline for each dispute. This deadline is typically 7 calendar days from when the dispute opens, but it can vary. Missing the deadline means you can no longer submit evidence and the dispute is more likely to result in a loss.
MapleGather shows a countdown in the disputes queue for each open dispute. Disputes with less than 72 hours remaining are highlighted with a warning and a countdown (“Due in 6h” or “Due today”).
M1 dispute model
Section titled “M1 dispute model”At M1, MapleGather’s role in the dispute process is visibility and routing:
- MapleGather shows you the dispute, the amount, the reason, and the evidence deadline.
- Evidence submission happens in the Stripe Dashboard — select Respond in Stripe on any open dispute row to open the Stripe Dashboard dispute page directly.
- Outcome reconciliation is automatic — when Stripe resolves the dispute (won or lost), a webhook updates the payment status in MapleGather. You don’t need to take any action in MapleGather after submitting evidence.
After the evidence window closes
Section titled “After the evidence window closes”Past-due disputes (where the evidence window has closed without a response) remain visible in the queue with the label Evidence window closed. They stay visible until Stripe resolves them — they’re not removed. If you believe a past-due dispute should be reconsidered, contact Stripe support.
72-hour urgency threshold
Section titled “72-hour urgency threshold”The disputes queue highlights any dispute due within 72 hours with a warning treatment and an explicit countdown. This is the key reason for the queue — disputes that would otherwise be missed are surfaced before the deadline.