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.

Steps

This guide covers two tasks: reviewing the disputes queue and responding to individual disputes.

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

1. In the admin sidebar, select Billing & payments, then select Disputes.
2. The queue shows open disputes first, sorted with the soonest evidence deadline at the top, and recently resolved disputes below them under Recently resolved. Columns include the member, disputed amount, reason, status, the evidence-due date, and the date the dispute was opened. Select a member’s name to open their record (if you can view members). Member removed means the member’s record was deleted or anonymized after the dispute opened — the dispute stays in the queue because it is a financial record. A line under the page title counts the disputes shown and how many need a response, inquiries included. To re-sort the open disputes (and, when you have selected status chips, every list on the page), select the Evidence due or Opened column heading; select it again to reverse the order. On a phone, choose the order in Filters.
3. Disputes with fewer than 72 hours remaining are highlighted with a countdown (“Due in 6h” or “Due today”). Pay attention to these first.
4. To see only some disputes, select one or more status chips above the list: Needs response, Under review, Inquiry — needs response, Inquiry — under review, Inquiry closed, Won, Lost, or Prevented. Select a chip again to remove it, or select Clear all filters to see the whole queue.
5. To see only disputes opened recently, select Last 30 days, Last 90 days or Last 12 months next to Opened, or select Custom date and enter the earliest opened date to include. Any time (the default) shows every dispute. Each filter you have chosen appears as a chip under the filters; select a chip’s × to remove just that filter. On a phone, select Filters to open the status and date filters and to choose how the list is sorted.

Respond to a dispute

1. Find the dispute in the queue.
2. Select the dispute row — or open its ⋯ actions menu and select View payment detail — to open the payment detail, where you can see the full payment history and audit trail.
3. Open the row’s ⋯ actions menu and select Respond in Stripe (with the external-link icon). This opens your Stripe Dashboard to the specific dispute page in a new tab.
4. Submit your evidence in the Stripe Dashboard before the evidence-due deadline.

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.
• Prevented — the dispute was stopped before it became a formal chargeback, so no chargeback or dispute fee applies. Stripe usually does this by refunding the cardholder; that refund shows on the payment. The dispute row moves to Prevented.

You don’t need to take any action in MapleGather when a dispute is resolved — it updates automatically.

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

• “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.

Related

• Billing payment dispute reference
• Search, filter, and export payment transactions
• Billing payment statuses reference