Before you start
- You know which invoice or payment is disputed.
- You can open the related customer, job, quote, and invoice in Zentive.
What a dispute means
A dispute or chargeback means the cardholder or bank challenged a payment after it was made. The invoice may have looked paid before the dispute appeared.
Collect evidence first
- 1
Open the invoice
Confirm the invoice number, amount, payment date, service address, and customer name.
- 2
Open the related job or agreement
Save completion notes, photos, signed agreements, approved quotes, change orders, and messages that show the work was authorized and completed.
- 3
Check the customer timeline
Look for portal messages, quote approval, service requests, payment reminders, and any notes about dissatisfaction or cancellation.
- 4
Open Stripe for the dispute deadline
Stripe controls the response deadline and evidence submission. Do not wait until the deadline day to collect documents.
Helpful evidence
- Approved quote or signed service agreement.
- Job completion date and crew notes.
- Before and after photos, if available.
- Customer messages acknowledging the work.
- Invoice and receipt details.
What to send Zentive support
Send the invoice number, customer name, payment amount, Stripe dispute status, and the exact deadline shown in Stripe. Zentive can help locate records, but Stripe is where dispute evidence is submitted.
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Contact Zentive support
Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.