Overview

This guide explains how to manage and resolve Stripe disputes directly within the CORE Payments Dashboard. With this new embedded tool, you can respond to disputes, upload evidence, and monitor statuses without needing help from Hapana Support — helping you protect your revenue and act faster when issues arise.

 

Prerequisites

• Your business must be using Stripe Express Connect

• Access to CORE > Payments > Retail Dashboard

• Administrative user permissions to view and act on disputes

 

Step-by-Step Instructions

 

Step 1: Receive a dispute notification

• Administrative users will get an automated email whenever a new dispute is raised.
• The email includes:
  • Client’s name
  • Invoice details
  • A direct link to the Disputes tab in CORE

 

Tip: Make sure your admin email settings are up to date so you don’t miss important dispute alerts.

 

Step 2: Access the Disputes tab

• Log into CORE.
• Go to Payments > Retail Dashboard.
• Click the Disputes tab (visible only if your location uses Stripe Express Connect).

 

Step 3: Review dispute details

Inside the Disputes tab, you’ll be able to view:

• Client’s Name
• Invoice Amount
• Response Required Date
• Dispute Date
• Dispute Reason
• Dispute Status

All information is pulled live from Stripe’s embedded component for real-time accuracy.

 

 

Step 4: Accepting or Countering the Dispute

• Select a dispute you wish to accept or counter
• You will see the option to accept or counter the dispute in the pop up window. 
• If you wish to counter the dispute follow the below steps. 
  • Gather any supporting documents, like:
    • Signed agreements
    • Communication history
    • Proof of service
  • Upload these documents directly through the Disputes tab
  • Add any notes or explanations needed to strengthen your case
  • Submit the evidence before the deadline shown.

 

Tip: The stronger your evidence, the better your chances of successfully contesting the dispute!

 

 

Step 5: Track dispute status

• You can monitor the live status of each dispute after submission.
• Use the Disputes tab to view:
  • Active disputes
  • Resolved cases
  • Historical dispute information for reporting and audit.
• You will also now see disputed transactions listed on the Net Revenue Detail Report

 

 

Expected outcome

You’ll be able to respond to Stripe disputes directly through CORE, ensuring faster turnaround, better dispute success rates, and less reliance on external support.

 

Troubleshooting / FAQs

 

Q: I can’t see the Disputes tab. What should I do?

A: The tab is only available for businesses using Stripe Express Connect. If your location qualifies but still doesn’t see the tab, contact Hapana Support for setup help.

 

Q: Can I see disputes from before this feature was released?

A: No. The system only triggers for new disputes via Stripe webhooks. Older disputes need to be managed through your original Stripe dashboard.

 

Q: How will I know if I win or lose a dispute?

A: Stripe will update the case status in CORE once it’s finalized, and you’ll also receive an email notification.

 

Still need help?

Reach out to our support team via [email protected]