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
- Avex 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 Avex:
| 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.
Related
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