A chargeback, also known as a payment dispute, occurs when a cardholder (your client) contacts their bank or card issuer to challenge a charge. This process is typically initiated when the client claims that the charge was unauthorised, incorrect, or that the service was not received. When a chargeback is initiated, Stripe will notify us, and we will in turn notify you via email. TutorCruncher provides visibility into disputes and allows you to upload evidence directly through the platform, but it does not control the outcome of disputes. 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. Alternatively, you can log in to your Stripe account and submit evidence directly through the "Disputes" section. Ensure you meet the submission deadline. 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.