Who decides a dispute, and who pays for it?
The customer's bank decides. The payment and any dispute are between you, your customer and Stripe or Square. Utilica helps you answer it.
Updated
Card payments go straight to your own Stripe or Square account. Utilica never holds the money. So when a customer disputes a payment:
- The customer's bank decides, usually 30 to 75 days after you answer.
- The money is taken from your account at Stripe or Square while it's decided, and comes back if you win.
- Stripe or Square charge their own dispute fee.
- Utilica isn't a party to the dispute. It shows you the dispute, gathers your records and sends the answer you approve. Utilica's fee on the payment isn't returned.
This isn't legal advice. See our Terms for the details.