Manage payment disputes and chargebacks
This guide shows you how to monitor payment disputes (chargebacks) in MapleGather and respond to them in the Stripe Dashboard before the evidence deadline.
Who can do this: Admins with the payments:read permission.
This guide covers two tasks: reviewing the disputes queue and responding to individual disputes.
Before you start
Section titled “Before you start”- A chargeback happens when a member disputes a charge with their bank. Their bank contacts Stripe, which opens a dispute on the payment.
- At M1, MapleGather shows you disputes and their deadlines. Evidence submission happens in your Stripe Dashboard — MapleGather provides a direct link to each dispute.
- Stripe has a strict evidence deadline. Once the window closes, you cannot submit evidence, so act on disputes as soon as they appear.
Review your disputes queue
Section titled “Review your disputes queue”- In the admin sidebar, select Billing & payments, then select Disputes.
- The queue shows all open and recently-resolved disputes, sorted with the soonest evidence deadline at the top. Columns include the member, disputed amount, reason, status, and the evidence-due date.
- Disputes with fewer than 72 hours remaining are highlighted with a countdown (“Due in 6h” or “Due today”). Pay attention to these first.
- Use the Status filter to view specific dispute types: Needs response, Under review, Won, or Lost.
Respond to a dispute
Section titled “Respond to a dispute”- Find the dispute in the queue.
- Select the dispute row to open the payment detail, where you can see the full payment history and audit trail.
- Select Respond in Stripe (the external-link icon) in the Actions column. This opens your Stripe Dashboard to the specific dispute page in a new tab.
- Submit your evidence in the Stripe Dashboard before the evidence-due deadline.
What happens after you submit evidence
Section titled “What happens after you submit evidence”MapleGather tracks the dispute outcome automatically. When Stripe resolves the dispute:
- Won — the payment transitions back to its previous status. The dispute row moves to Won on your next refresh.
- Lost — the payment records the loss. The dispute row moves to Lost with the balance impact noted.
You don’t need to take any action in MapleGather when a dispute is resolved — it updates automatically.
Verify
Section titled “Verify”You’ll know your disputes are up to date when the queue reflects each dispute’s current status. Disputes you’ve submitted evidence for show Under review until Stripe resolves them.
If something goes wrong
Section titled “If something goes wrong”- “You don’t have permission to view disputes” — contact your org’s primary admin to request the payments:read permission.
- A dispute isn’t showing up — disputes appear after Stripe sends MapleGather a webhook notification. If a dispute is visible in your Stripe Dashboard but not here, it may take a few minutes to sync.
- Past-due disputes — if the evidence window has closed, the row shows Evidence window closed. It stays visible until Stripe resolves the dispute. If you believe the dispute should be reconsidered, contact Stripe support directly.