What a payment dispute is
For a payment dispute, Stripe debits the disputed amount and its fees directly from the business account. The business has access to the full Stripe Dashboard. SUBVY provides evidence and may submit a defense; the business cooperates, particularly by providing proof of service.
What happens after the bank decides
If the dispute is lost, the bank returns the payment to the subscriber and the affected subscription ends. SUBVY refunds commission for a SUBVY error or a bank fraud warning; this also covers duplicate, unauthorized or incorrectly charged canceled subscriptions according to the dispute reason. Commission is retained for services not received or unacceptable and promised refunds not processed.
The dispute outcome and changes made in Stripe are synchronized into SUBVY. When the dispute is won, Stripe returns funds according to the bank’s decision; Stripe determines whether its fees are refunded.
Who pays the dispute fee
The business always bears Stripe dispute and countering fees, including when SUBVY refunds commission. SUBVY neither debits these fees again nor reimburses them. Stripe pricing and the Stripe agreement determine their amount and whether they are refunded after a win.
How you can help win the dispute
SUBVY puts together the evidence for the bank from the data in the app: the payment and invoice, subscription, visits, bookings and complaints. The more complete your records, the better:
- Record every visit with a check-in and, for bookings, record that the subscriber showed up.
- Handle complaints in the app and on time. When you promise a subscriber something, refund the money through the app, not outside it.
- Communicate with the subscriber through Messages.
- If you have further evidence for the payment, write to SUBVY support at podpora@subvy.cz.
Bank fraud warning
When the bank flags a payment as suspicious (for example a misused card), we refund it in full right away so that no dispute arises and nobody pays a fee. Your share is returned from your Stripe account and SUBVY returns the commission. The subscriber's subscription ends and you receive a notification.