A chargeback is a charge that is returned to a customer’s card after they successfully dispute an item on their Invoice. When a chargeback is initiated, Stripe will notify us and we will in turn notify you via email. TutorCruncher acts as the mediator here, and each chargeback request/dispute is dealt with on a case-by-case basis.
If you've been notified of a dispute, you'll have a deadline to provide supporting evidence. This deadline will be outlined in our email, as well as in the notification from Stripe. To respond, navigate to System > Settings > Card Payments with Stripe and open the Disputes tab. There, you can view the details of the dispute and upload evidence - usually in the form of screenshots or documents, demonstrating the legitimacy of the charge. This information will then be submitted to the bank on your behalf for review.
If the bank reviews this information and believes that the chargeback is legitimate, the full amount will be charged to your company in the form of an Invoice, which you can view via System > Billing. There is no way of passing this cost onto the Tutor within TutorCruncher. If we receive a large amount of chargebacks, TutorCruncher reserves the right to suspend your Stripe account from our platform.
Note: Stripe charges a £20 chargeback fee for all disputes, won or lost, and we will have to charge this to your account in cases where a client opens a dispute.