Payments & payouts
What happens if a buyer disputes a payment?
Answer the buyer’s bank through Stripe and follow the dispute in your order’s story.
- Read Stripe’s notice.
Stripe notifies you when a buyer questions a payment with their bank. A formal dispute can take the disputed amount and Stripe’s dispute fee from your Stripe balance.
- Open the payment in Stripe.
Go to Settings (sign-in required) → Payouts (sign-in required) and choose Open Stripe dashboard (sign-in required). Find the disputed payment and follow Stripe’s instructions for answering it. If setup is unfinished, connect Stripe first.
- Answer by Stripe’s deadline.
Review the buyer’s claim and provide the evidence Stripe asks for, such as order details, tracking or your messages with the buyer. The buyer’s bank decides the outcome; Crafd has no evidence-submission form.
- Check the order story.
On Orders (sign-in required), open the order. Payment disputed shows where it stands. An inquiry is labelled Buyer’s bank asked about the payment. The dispute does not move the order to Refunded or return pieces to inventory.
- Check the fees after a loss.
If you lose a dispute, Crafd automatically returns its own fee to your Stripe account. Stripe’s dispute fee stays with you. The order story says Crafd’s service fee is being refunded to you while confirmation is pending, then Crafd’s service fee was refunded to you once Stripe confirms it. Crafd’s service fee is returned once per order, even if that payment has more than one dispute.
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