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Stripe

Handle a dispute or chargeback

When a customer's bank reverses a card payment, Zentive marks the invoice disputed and Stripe collects evidence. Respond in Stripe within the deadline; the outcome flows back.

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Owner/AdminInvoices & Payments3 minutesUpdated Sep 23, 2026Current instructions
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  1. 1

    Notice it

    The invoice shows a Disputed badge and you get a notification; Stripe emails you too. The amount plus a $15 fee is held.

  2. 2

    Respond in Stripe

    Stripe Dashboard → Disputes → submit evidence before the deadline: the signed quote (Signed PDF), before/after photos, completion notes, the invoice, delivery status, and any messages. Zentive's job and quote pages hold all of these.

  3. 3

    Outcome

    Won: funds and fee return and the invoice shows paid again. Lost: the invoice reopens with the balance; write it off or re-invoice per your policy.

  4. 4

    Prevent

    E-signatures on quotes, arrival and completion messages, and photos are the evidence that wins disputes; keep them on.

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