What you’ll find in this article
What a payment dispute is (and what changes when one is opened)
How to view disputes for your organization
How to respond, including when to counter vs accept
What evidence to submit and where to find it in Sprocket
How to prevent disputes and strengthen your refund policy
An internal checklist your staff can follow each time a dispute comes in
Availability: Web browser only.
What is a payment dispute?
A payment dispute (also called a chargeback) happens when a cardholder questions a charge with their bank or card issuer.
When a dispute is opened:
Your club has a chance to respond with evidence to defend the transaction
Disputes can happen for many reasons, including:
The customer does not recognize the charge
The customer believes they were charged incorrectly
The customer claims they did not receive the service
View disputes for your organization
In the left navigation, select Dashboard.
Locate the Disputes panel.
Select the Disputes tab to view all disputes for your organization.
What you can do from the Disputes panel
Quick action buttons help you understand what needs attention:
Which disputes need a response
How many responses are due today and this week
How many are under review
Outcomes in the past 30 days
Dispute details
Select the dispute status to open a modal where you can view details and take action.
Shortcuts:
Select the user’s name to go directly to their profile
Select the registration name to jump to the player’s program registration details
Respond to disputes
In the left navigation, select Dashboard and locate the Disputes panel.
In the Overview tab, select Needs Response.
Select the dispute status to open the details modal.
Choose one:
Counter Dispute to submit evidence and defend the charge
Accept Dispute if you agree with the customer’s claim
Timeline reminder
You typically have 21 days to submit evidence, but always confirm the deadline shown in the Disputes panel since it can vary. Plan to submit early when possible.
If you accept a dispute:
Accepting a dispute helps resolve the issue quickly. It is not an admission of wrongdoing, but it still incurs a dispute fee.
Dispute impact
Your dispute rate is affected by the number of disputes received, not just the outcomes. Prevention matters.
Best practices for responding with evidence
When you counter a dispute, your goal is to make it easy for a reviewer to understand why the charge was valid.
Submit clear, relevant evidence
Organize evidence by type and in chronological order
Add concise explanations that connect the evidence to the charge
Make sure screenshots and PDFs are clear and readable
Tailor evidence to the dispute reason
Address the specific claim directly
Example: if the claim is “service not received,” include proof of participation like attendance logs, check-in sheets, emails, photos, or messages
Keep explanations neutral and professional
Combine similar evidence types
Stripe allows only one file per evidence type, so combine related items into a single PDF when possible (example: multiple emails in one file).
Where to find evidence in Sprocket
Use the locations below to gather evidence, then upload it through the dispute modal.
Signed waivers, including refund policy
Go to Players (Manage Players).
Select the player’s name.
Go to Profile tab, then File Cabinet tab.
Select View/Print on the waiver document.
Save as PDF or take a screenshot.
Registration summary
Go to Players (Manage Players).
Select the Programs tab.
Open the relevant registration.
Screenshot or print to PDF the full registration summary showing:
Program name
Payment details
Participation status
Other successful payments tied to the same card (if available)
Email receipts and system-generated emails
Examples include registration confirmations, upcoming payment reminders, and payment receipts.
Go to Communications > Sent.
Open filters:
Enable System-Generated Emails
Set the date range (including the registration date)
Search using the user’s email in Sent to Email.
Screenshot the email or print to PDF.
Proof of participation and customer communication
Submit materials that show the customer used the service, such as:
Attendance logs or check-in sheets
Photos from sessions
Emails or messages showing the customer received or used the service
Conversations that show satisfaction, questions, or issues resolved
If a refund was already issued
Go to Reports > Refunds.
Filter for Approved refunds.
Screenshot the approved refund row showing date, amount, and user.
Internal checklist for handling a dispute
Use this checklist to keep responses consistent across your staff.
Step 1: Identify the basics
Confirm the deadline shown in the Disputes panel
Note the dispute reason (example: unrecognized charge, service not received)
Confirm the amount, date, and registration tied to the dispute
Step 2: Decide whether to counter or accept
If the dispute is valid (wrong charge, duplicate charge, eligible refund not processed), plan to Accept Dispute
If the charge is valid and the customer received the service, plan to Counter Dispute with evidence
Step 3: Gather the core evidence set
Collect these items in a folder before you upload anything:
Signed waiver(s), including the refund policy waiver
Registration summary (showing program name, payment details, and status)
System-generated emails (confirmation, receipts, payment reminders)
Proof of participation (attendance, check-in, photos, communication)
If a refund was already issued:
Screenshot the approved refund from Reports > Refunds
Step 4: Package evidence for submission
Combine like items into single PDFs (example: all emails in one file)
Add short, neutral notes that explain what each file proves
Ensure files are readable and clearly labeled
Step 5: Submit once, then document internally
Submit evidence through the dispute modal (you can typically upload once).
Add an internal note for your staff that includes:
what you submitted
when you submitted it
any follow-up actions you will take with the family
How to prevent disputes and build strong refund policies
Disputes take time and effort. Many can be prevented with clear communication and consistent policies.
How to prevent disputes
Have a clear refund and cancellation policy
Include it during every registration so customers know what to expect before paying.Honor your policies promptly
If a customer is entitled to a refund, process it quickly and communicate clearly.Include payment receipts with registration confirmations
This reduces “I don’t recognize this charge” disputes.
To enable this:
Go to Programs.
Open the registration.
Go to Email Settings.
Enable Include Payment Receipt on Email.
Use a recognizable statement descriptor
Customers should see your club name or website on their card statement. If you need help updating your statement descriptor, contact your Client Success Manager.Use Stripe fraud prevention guidance
Review Stripe’s fraud prevention Tips to reduce suspicious transactions.Accurately describe your offerings
Ensure your website, registration forms, and receipts match what is actually being purchased.Clearly disclose payment plans
If you offer installment plans, state clearly at checkout that the customer is agreeing to recurring payments.
Reminder: Sprocket automatically notifies customers 5 days before their next payment and sends receipts after each installment.
Best practices for a strong refund policy
Strong refund policies set expectations and can help defend your club if a dispute arises.
Be explicit about non-refundable situations
If refunds are not available in certain cases, state it clearly.
Example policy language:
“{Club Name} cannot offer refunds for sports programs such as camps or team registrations because fees directly fund coaching, facility rentals, insurance, equipment, and other fixed expenses that cannot be recovered after a participant enrolls.”
Provide clear contact information
End the policy with instructions on how customers can reach you with questions.Show willingness to address concerns
Use language that demonstrates you are open to resolving issues. This can help your case with banks and card issuers.Use waivers to strengthen your defense
Add multiple waivers as needed, including one for your refund policy. Make sure customers explicitly agree to each waiver before completing registration.Document policy visibility
When submitting dispute evidence, include:The signed waiver
A screenshot of the refund policy
Proof of where and when the customer agreed to the terms during registration
FAQs
How long do I have to respond to a dispute?
You typically have 21 days to submit evidence, but always confirm the exact deadline shown in the Disputes panel.
Should I always counter a dispute?
No. If the dispute is valid (for example, a duplicate charge or eligible refund not processed), you should Accept Dispute. If the charge is valid and the service was provided, you can Counter Dispute with evidence.
What happens if I accept a dispute?
Accepting a dispute resolves the issue but still incurs a dispute fee. It is not an admission of wrongdoing.
What evidence is most important in a dispute?
Strong evidence typically includes signed waivers (including your refund policy), the full registration summary, payment receipts, and proof of participation or service delivery.