Handle a dispute
Web OwnerA dispute — or chargeback — is a member asking their bank to reverse a charge.
What happens
When a dispute is filed:
- Stripe notifies your account and the disputed amount is held
- Forge OS records the dispute against that payment
- You have a limited window to respond with evidence
Responding
Disputes are handled in your Stripe dashboard, reachable from Billing. Stripe walks you through submitting evidence.
Evidence that helps
Pull these from Forge OS:
| Evidence | Where |
|---|---|
| Signed waiver or membership agreement | Their member record → signed documents. Includes IP address, device, and timestamp |
| Check-in history | Their record — proves they used the service |
| Booking history | Proves engagement |
| Payment history | Shows an established billing relationship |
| Message history | Your CRM conversation with them |
A signed agreement plus a check-in log is the strongest combination — it demonstrates they agreed to the terms and used what they paid for.
Preventing disputes
- Use a recognizable billing descriptor. Most disputes are people not recognizing a charge. Set yours to your gym’s name in Stripe.
- Require a signed membership agreement with your billing terms.
- Respond fast to cancellation requests. A member who can’t reach you disputes instead.
Notes
- Disputes cost a fee regardless of outcome, in most cases.
- Frequent disputes affect your account standing with Stripe.
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