Disputes

The Disputes section in Indy Admin allows you to monitor and respond to payment disputes raised by customers via their bank or card provider. Although outcomes often favour the cardholder, Indy gives you a central place to upload evidence and formally challenge the claim.

The best course of action when you see a dispute is to contact the customer and encourage them to withdraw it. If that does not work, we’ve given you a tool to try and assist.

A dispute (sometimes called a chargeback) occurs when a customer:

Sees a payment on their bank statement

Doesn’t recognise it or claims it was unauthorised

Initiates a challenge via their bank

This creates a formal dispute case within Indy Admin and Stripe.

Most disputes favour the customer by default

If you lose a dispute:

The customer is refunded

You may also be charged a dispute fee

However, you can submit evidence to try to challenge the claim

Navigate to:

Operations

→ Financial → Disputes

Each dispute entry includes:

Dispute ID

Type (e.g. fraud, duplicate, cancelled service)

Status: Pending, Lost, or Won

Payment date

Date dispute was opened and resolved

Disputed amount, Stripe fee, INDY fee

Linked INDY order number

When you click into a dispute, you'll see:

Reason given by the customer (e.g. "fraudulent transaction")

Dispute status and dates

Customer’s contact info

Upload options for:

Cancellation policy

Refund policy

Rebuttal statements

Additional notes

There are buttons to upload evidence, and once ready, you can submit your rebuttal directly from the interface.

For “fraud” disputes, include:

Screenshot of the confirmation email opened by the customer

Order receipt with customer name and transaction info

Keep copies of your cancellation and refund policy

Check this section weekly—INDY does not send alerts for new disputes

You typically have 3–4 weeks to submit evidence before resolution

If you're unsure how to respond to a dispute, contact INDY Support for guidance.