--- title: Responding to disputes slug: responding-to-disputes published_at: 2020-04-23 17:00:11 +0000 updated_at: 2023-01-30 22:51:13 +0000 summary: description: In this edition of Stripe Developer Office Hours, follow along as CJ Avilla automates the dispute response process. This episode uses Node.js and starts from the checkout-one-time-payments Stripe Sample available here: https://github.com/stripe-samples/checkout-one-time-payments ## Resources - Official Guide https://stripe.com/docs/disputes/responding - Support article regarding COVID-19 related dispute responses https://support.stripe.com/questions/covid-19-dispute-response-guidance - File uploads https://stripe.com/docs/file-upload ### Table of contents 2:30 setup Checkout store from sample 4:00 respond to a dispute from the dashboard (Note this is the old UI) 8:16 data collection best practices 12:50 add terms, conditions, and privacy policy 16:55 prefill dispute data on webhook event 32:20 build custom dispute UI 44:29 frequently asked questions about disputes with Connect ### Presenter CJ Avilla, Developer Advocate @ Stripe - https://twitter.com/cjav_dev ### Support If you have a question, please feel free to reach out to our support team on Discord at https://stripe.com/go/developer-chat. ### Updates Sign up to stay updated with developer news: https://go.stripe.global/dev-digest ### Feedback If you have any feedback about this or other episodes, let us know: https://forms.gle/VjNqzRhotM2snYo88. #Stripe #Payments tags: [stripe, payments, disputes, Responding to Stripe disputes, Handling Disputes with Stripe, Stripe Dispute handling, Automatically handling disputes, Managing customer disputes with Stripe, Stripe Dispute, @cjav_dev] views: 4270 author: CJ Avilla url: https://www.cjav.dev/videos/responding-to-disputes youtube_url: https://www.youtube.com/watch?v=FrX8UerYmVg youtube_id: FrX8UerYmVg embed_url: https://www.youtube.com/embed/FrX8UerYmVg thumbnail_url: https://i.ytimg.com/vi/FrX8UerYmVg/hqdefault.jpg type: video --- # Responding to disputes *Published: April 23, 2020* *Views: 4270* ## Watch [Watch on YouTube](https://www.youtube.com/watch?v=FrX8UerYmVg) [![Responding to disputes](https://i.ytimg.com/vi/FrX8UerYmVg/hqdefault.jpg)](https://www.youtube.com/watch?v=FrX8UerYmVg) ## Description In this edition of Stripe Developer Office Hours, follow along as CJ Avilla automates the dispute response process. This episode uses Node.js and starts from the checkout-one-time-payments Stripe Sample available here: https://github.com/stripe-samples/checkout-one-time-payments ## Resources - Official Guide https://stripe.com/docs/disputes/responding - Support article regarding COVID-19 related dispute responses https://support.stripe.com/questions/covid-19-dispute-response-guidance - File uploads https://stripe.com/docs/file-upload ### Table of contents 2:30 setup Checkout store from sample 4:00 respond to a dispute from the dashboard (Note this is the old UI) 8:16 data collection best practices 12:50 add terms, conditions, and privacy policy 16:55 prefill dispute data on webhook event 32:20 build custom dispute UI 44:29 frequently asked questions about disputes with Connect ### Presenter CJ Avilla, Developer Advocate @ Stripe - https://twitter.com/cjav_dev ### Support If you have a question, please feel free to reach out to our support team on Discord at https://stripe.com/go/developer-chat. ### Updates Sign up to stay updated with developer news: https://go.stripe.global/dev-digest ### Feedback If you have any feedback about this or other episodes, let us know: https://forms.gle/VjNqzRhotM2snYo88. #Stripe #Payments ## Transcript [Music] these are surreal times businesses around the world are responding urgently and navigating uncharted territories so here at stripe our priority is to help you serve your customers and keep your payments infrastructure operating reliably we're working quickly to add features that will help you take action and so depending on your business it's possible that you're facing a growth in the number and types of disputes and as you become unable to provide goods or services and/or you're having to readjust to new pressures on your finances and your operations this is a reality and so dispute or you know a chargeback is when a cardholder questions your payment with the card issuer and the issuer creates a formal dispute which immediately reverses the payment and then the payment amount along with a separate dispute fee is levied by the card network and deducted directly from your balance and so to help our users submit the best possible responses stripe provides a guided process within the dashboard and this allows you to provide all the necessary text images documentation that you feel are appropriate and so today I want to walk through a bit of that process for responding to and automating the dispute process when we listen for certain webhooks and so the agenda for today is that we will quickly set up a very basic one-page store with checkout we're going to talk about the data collection for best practices for responding to disputes we're going to show how to submit evidence through the dashboard we're gonna pre-fill an unsubmitted dispute from the database when we receive a webhook and then we'll build just a super simple UI to allow some users maybe support agents or sort of like back-end operations folks to submit evidence for a dispute from an interface on your site rather than needing to log into the stripe dashboard to submit evidence all right so let's get started and jump right into the code today we're starting from a stripe sample that has a little bit more than the developer office hours boilerplate because we want checkout flow that we can modify and improve welcome back again you stripe developer office hours I'm CJ a villa a developer support engineer here at stripe let's took take a look at the code so I'm going to use stripe let's see this is the the sample we're going to install so I'm going to remove all the demo starter plate we're going to say stripe samples create and we're gonna use checkout one-time payments today we're going to use the client and server version of checkout with HTML and we're gonna use the node back-end so we're gonna be writing in JavaScript today so let's jump in here and look at the code and I'm also gonna fire this so I'm going to say npm install and i am going to also install a another dependency called ejs which is going to be for creating some templated views so npm install ejs and let's see okay and then after that I believe we can start the server and we should have an active application here so I'm gonna refresh the page and then when I click on buy we are redirected to checkout so I'm going to close that back up and you'll see that's a very simple version of checkout we're only collecting the zip code and then a little bit more information so I'm going to create a payment here with a card that will immediately create a dispute that way we can look at our dashboard and see the disputes that we need to respond to test for or something ok so we click pay and this is what would happen if a customer paid for this photo they purchased a photo and then they filed a dispute with their card issuer so if we go over to our stripe dashboard we can go directly to payments and then disputes to see all of our disputes that need a response and this is the one that we just created here at the very bottom it's open if we open that up we'll see that this payment needs a response and we can submit evidence directly through the dashboard ok so if we click on submit evidence we will walk through process of submitting of responding to the dispute so stripe kind of walks us through this in the dashboard it says I provided the customer with what did you what did you give them physical product maybe you gave them a digital product or an offline service and so each of these different online businesses that you might have are going to have different requirements or different recommended evidence that you might want to respond with so in this case we're sending a photo so we will select digital products and then it's asking for a product description and we have the customers name here their email their signature maybe and then we have a bit of the billing address because we did collect the billing address as part of check out or we collected at least the zip code we also have the customer's IP address we did not upload a receipt or any customer communication this might be emails or it could be instant messenger messages or some sort of like you know social media messaging the access information we didn't we don't have really any information about when they downloaded the photo and then any additional information that we can provide so this is the evidence that we need to build up and provide in order for us to respond to this dispute now it's possible that you can win a dispute or you can lose a dispute if you win the dispute then the the money will go back into your account if you lose a dispute the the money is you know stays in the customers account and the fee is the potential fee is levied directly on your account so what you have a couple of options here one option is to just simply accept the dispute here and we can just say like we we accept it we don't want to fight this and we agree that this we weren't able to actually provide the photo that they wanted to download for some reason so we could click accept if we did not want to provide any information most of the time though we did provide the digital goods and so we want to say you know what was the product description well we had a Pasha unique photo of you know the beach or something and we we already have the customer name and email prefilled because we went through the Striped checkout process and so checkout bye-bye check out we were able to sort of pre-populate some of the dispute information well notice that if we increase the fields required for checkout so if we require the full billing address for example then we will see more information here and one of the tips for you know fighting fraud and preventing disputes is to collect as much information as possible so that you have really good evidence as to what happened and what transpired when you interacted with this customer we don't really have a receipt or any customer communication but we might say you know the the user mentioned on social media that they love this photo and posted it with friends or something on April 2 so then we can submit our evidence or we can save it for later let's just go ahead and submit our evidence yes we're ready to submit and that's kind of how we might walk through the process in the dashboard now if your product description is always going to be the same and maybe you have the customer information maybe you're not going through the checkout 3 stripe checkout but instead you're collecting the customer name and email and you have those in your database you have their billing address in your database and you might have the customer IP address when they came through your checkout process you might also have receipts or other information that we can upload we want to provide that automatically as in an automated way as possible and so in terms of the information that we can prepare up front we have some text content that we can prepare ahead of time like things like product description your cancellation policy disclosure and refund policy disclosure this is how you know some text that says when you present the cancellation policy when you present the refund policy if we look back at our checkout sample we didn't actually present any cancellation or refund policy when we were going through a checkout so the very first thing we want to do is add some terms and conditions with a refund policy that is clear it outlines what we what we define is a refund policy obviously you'll want to work with some legal experts to make sure that that is instant that is correct and valid and will hold up legally a couple other things you can prepare ahead of time so you will also want to make a PDF version of the the refund policy cancellation policy and then maybe other kovat 19 related government business like shutdowns so there are some guidance there's some guidance in terms of responding to disputes that are related to this you know global pandemic and so what we can do is from the stripe dashboard we have some examples of how to gather evidence and respond specifically to kovat 19 related kovat 19 related disputes that are related to government regulations that have been put in place to order or prohibit certain activities and so there's that we have a support guide here that is specific to responding to in handling kovat 19 related disputes so you'll want to go through that that guide but one of the things that we can prepare ahead of time is a PDF with these government related shutdowns so I happen to have one of those here already so I have this letter from the state of Nevada that talks about this travel advisory that is preventing you know access to certain things within the state of Nevada and so this is something that you might include as an uncharacterrized file other things that we can automatically pull per transaction we might have the billing address the shipping address the shipping carrier the tracking code customers email address name so these are all kinds of things you can pull at transaction time so when we receive the webhook for charge dispute created we might be able to pull all this from our database and pre populate the dispute other things that we might need to prepare when we're submitting is receipts service documentation showing when we provided service we might also want to provide things like the customer signature and then some uncatted text just like some miscellaneous text that allows us to respond to the dispute so you'll notice that every time that you are responding to this dispute in the dashboard you have this additional information that you can provide which is a bunch of text and you can also upload a file so things that you might include here so some examples for different use cases so if you're a ride-sharing example you might share the history of this customer's rides for example like Ginny Rosen took the following X rides in the last three months before this disputed ride on you know April first they went from one to three main street 207 River you might also include like the you know the exact time stamps of when they were picked up and dropped off for a physical goods example you might say something like this order was shipped and received at the customer's address here's the confirmation code and here's the you know the tracking code and here's a link to the shipment site that shows that it was delivered for a digital goods example you might say something like you know the customer provided their email address so that they could the audio book they purchase could be sent to them you know they provided this this email address that we sent a link to and then we can tell from our access logs that they accessed it from this IP address at this exact time so this is kind of the information that you might want to provide it's important that you provide compelling information that sort of like does the best job possible proving that this was not a fraudulent purchase okay so this is how you use the dashboard to submit some evidence let's go talk about how we might oughta mate some of this data collection okay so coming back over here to our to our application the first change that we wanted to make again was to add some terms and conditions so let's add a new HTML file here called terms and we're going to use the same sort of styling as the index page so I'm just going to grab these two okay so our terms and conditions might look something like this terms and conditions and you might also want to like make sure that this is localized in different languages and things so we might have an h3 that says refund policy and I'm just gonna say you know consult legal advice to write this okay you might also have your cancellation policy here if you have a subscription-based business you want to write down you know what the policy is around canceling that subscription so that that is like very clear okay and then we're gonna go back to our index.html and what we want to do is modify the legal text so right now the legal text in this page is actually just showing the number of copies is max10 we want this to say like you know I agree to the terms and conditions or somesuch and that's actually done in this sample is done with a locale so we're just going to modify the English version today and say something like by purchasing you agree to terms which are terms and conditions okay and so then if we refresh this page now we have new legal text here by purchasing you agree to terms and conditions if we click on that there's no route so let's add a route to our new terms page so we're going to go to the server and we're going to add a new path here that is going to be a get path to terms and we are going to send file to this some file path will kind of just copy what we're doing here for the index page and now when we restart the server and refresh that page we should see our terms and conditions so now we have a refund policy and a cancellation policy obviously this would have more detail and more content when you write your own refund and cancellation policy but one of the important things when submitting your file is you want to follow some certain guidelines for these for the content that you're submitting as a file so let me see if I can pull these up yeah okay so formatting your documents and images to upload you want to make sure that your documents are a u.s. letter or a4 size in portrait orientation this is really important you want these documents to not use color highlighting but use bold text and call-outs and arrows if you're trying to draw attention to certain things you want to use a 12-point or larger font and so all these are important because you want to make the document as readable as possible and you have to kind of think of it in a way that or consider the document as something that you might want to fax to someone so it needs to be like a really really kind of like basic document and so the way that we want to present this is rather than just taking a screenshot that might not be perfectly the u.s. letter or a4 size we're actually just going to use the Print command in the browser so we were printing out the terms and conditions here and we have a refund policy that's super clear we can see you know like what page it's going to what date we took the the picture of the refund policy and we'll save this as a document directly into our our project here and we'll just call it terms PDF so now we have a a link to our terms and conditions we have a PDF of our terms and conditions so that is that is great so the next thing we want to do is automate this a little bit more by going down to our web hook handler so we already have a web book Handler set up as part of this project and currently all we're doing is logging out if the check out session is completed we're going to do something similar but we also want to handle now the charge dispute created event and we want to say the payment was disputed unfortunately and here what we want to do is we want to backfill the dispute so we're gonna pass in the data for the dispute that we received in the web hook Handler and then we're gonna use some of the data that's in our database and information that we know about the customer to backfill that dispute so we might say something like data object we'll pass in the dispute object so when we receive the webhook notification we're going to deserialize it and then we have this request out body that data or event data so this data object is going to be the dispute object and then I'll make this an async function so backfill dispute is something we're going to define now okay and it's going to look like this we're going to take in the dispute and we're going to return back the dispute also and we're going to say something like Const dispute is a weight striped disputes update and then we need to pass in the ID of the dispute as the first argument and then some options that we want to update the dispute with as the second argument now I'm gonna pass submit false here because I don't actually want to submit this dispute as my response yet I'm kind of just like pre-populating the dispute with as much information as possible and then I want to take some human action to maybe collect emails that were filed or collect some logs that happened and because I don't want to submit the dispute immediately I'm passing submit false so that I have I've kind of like prefilled as much of the dispute as I can automate it in an automated way and then I want to go back and add different files and different evidence so here I wanna pass an evidence object which will contain all of our like pre-canned information so for instance this is going to have our our text for the product description which is going to be just some constant so a unique one-of-a-kind digital photo from Pasha okay maybe that's our product description we're also going to have something like a refund disclosure you know we the refund policy is shown at checkout time or something in terms and conditions so this is going to be our product description and our refund let's see what that's that field is actually called here okay so I'm going to pull up the API reference the full API reference and then go to updated dispute and look at the evidence that we can submit here we have our refund policy disclosure so that's telling where we disclosed the the refund policy refund disclosure we also have our refund refusal explanation here we can say stuff like we don't off like no we don't offer refunds once the image is downloaded or something so we might have a standard refund explanation it's like once the image is downloaded we don't offer refunds okay alright so we have our refund refusal explanation other things that we might include here is our refund policy so our refund policy is going to be the ID of a file upload so when we're back filling this dispute evidence one thing we'll want to make sure we do is check to see if the dispute already has a refund policy attached and if it doesn't we want to upload a file that includes our refund policy and then use the ID of that uploaded file in the evidence that we're submitting so we want to say something like if DDOT evidence refund policy if there's no refund policy in the evidence for the existing dispute then we want to create a new file so we'll have another episode soon about how to upload files to stripe so I'm going to kind of like breeze through this a bit we want to just find the file that we want to upload here and that's going to be in let's see we're gonna go up and we're gonna call this terms PDF and then the file that we're passing in is going to be called terms dot PDF and we're submitting the purpose of this file is dispute evidence and once we have the file uploaded we want to save that on that the ID for that object on our evidence here so we're gonna say evidence dot refund policy is equal to upload ID so this ID is going to be something like file with a random string after it and that will represent the ID of the terms PDF that we just uploaded and once we attach it as evidence for this dispute we can't reuse that file so we're going to need to re-upload this each time you might have some process where you want to like sort of Auto generates the PDF documents or the documentation that's happening you can do that too just keep in mind that you want to keep 12-point font or a larger it should be something that you can fax you want to use bold text and sort of call-outs to point to important regions okay so we're going to upload that file and then we're going to submit this evidence and update and then we'll return the dispute at the end so this is kind of where we'll start with back filling the dispute we might also here want to say something like if we if we have a database of customers we might have good information about the customer that's not being pre-populated because if we're using stripe elements to collect payment or to tokenize and then we're using payment intents directly to charge the customer then we might not have all of this the customers name and email and IP address that might not be pre-populated because we're taking the payment we're using our own checkout page a lot of that was pre-populated because the checkout page will collect some of that for us and help us pre populate the dispute response so just want to show if we had some sort of database here of customers very simple billing address might be just the string like 1 2 3 Main Street Reno Nevada 8 9 4 3 6 we might have like the name Jenny Rosen we might have the email Jenny Rosen at example.com there's other information that we might have here the IP address that they purchased from we might have other information here let's see within the evidence that we need to submit we need the email address name Purchase IP in this case I don't really have a way to collect the signature of the customer but you might have a process where you're having something delivered and the customer needs to sign for it and you might have an image of the signature that was taken so we have the billing address you might have the access activity log so this might be some sort of string that says you know like April 1 2020 at you know 11:04 a.m. they you know accessed images / Pacha PDF or something art dot PNG this is the file maybe the file that we sold to them okay so you might have an access activity log all of this is very valuable information when filing a disputes if you don't already collect this you might want to start collecting it just in case you know as a hedge against the risk that someone will dispute a payment that may not be fraudulent okay there's also evidence here for handling duplicate charges and handling you know services when you're going to provide an in-person service you might have documentation showing that the service was provided maybe have been if you're like a window tinting service you have a picture of the work order or the the actual like tint job after it was completed shipping address carrier and the tracking number are really important when you're sending physical goods because we can use that to look up and see this was delivered to the shipping address of the customer on the date that you said that it was down here we have more around the uncatted Erised file and text so we're gonna submit these through the UI a little bit later but I want to just show kind of like backfilling so in this process where we're battling a dispute we might look up the customer in the database so this is going to be like with simulated of us looking up the customer in the DB and then we're going to pre-populate that's this evidence again so billing address is going to be customer dot billing address we are gonna say the customer name is customer name customer email address is customer email I believe that's what it's called customer email address yep customer purchase IP is going to be customer dot purchase IP excess activity log so especially for SAS products you'll likely want to track at least when customers are logging in and using your product to show that they actually did login and use your product okay so all this is useful when trying to you know provide compelling evidence that you did provide a service so we've got our our sort of backfill dispute method here let's go test this out and see if it's working so the first thing we want to do is go through our checkout flow so we'll refresh the page here maybe we need to restart our server let's restart this and let's also we're going to use the stripe CLI to set up a listener so stripe listen forward to localhost webhook okay so this is going to form a direct connection between stripe in my local machines so that when events happen on my stripe account they are forwarded to this local host for two for two webhook this avoids the need to set up any sort of in grok tunnel okay so now when we go through this process we've seen the terms and conditions and we're gonna fill out our card information here test five or six sure okay processing [Music] okay let's go look at the logs here and see what's going on so we received a charge dispute created and it looks like this failed FS is not defined okay so I forgot to require FS so that is going to not work as expected alright let's go see if this is working so we've got a fresh node server running we are forwarding our web hooks we're going to go back to our demo click buy and walk through the payment process here we'll say Jenny Rosen - at example.com because we're gonna pre fill this data again from our server when we receive this Web Book handler so we're going to use our dispute card test 10 and then we are collecting just the postal code when we click pay this should walk through the process calling our web hook handler when the charge dispute is created and then we should backfill that payment are the the dispute with the data that we received on our from our customer database so we see that in our server log the charge was disputed we see that we received the charge dispute created event and that is what's triggering our sort of like backfill process and then the very next event that we see is that the charge dispute was updated so we were we successfully updated the dispute with something from Hart database so we can go over and refresh the dashboard and reload these disputes and from here we'll see what data was pre-populated so if we drill into this most recent dispute we can see that we still need to respond to this because remember when we are back filling that dispute we're submitting or passing submit false so that we don't submit the evidence we really just want to pre-populate with more information now so if we click on submit evidence we'll see all of the data that was pre-populated so note that the billing address is more complete than what we collected from checkout because had that in our database we have the billing address the customer IP we Bri populated from our database the email address we populate from the database the product description is now prefilled if we go down even further we'll see that you know we have an access information we have the activity logs of when they access that specific page we also see that there we had a prior payment for that specific customer that is tied back to that email address that's if we were passing in a customer ID we can always tie back to all the different charges we also now have this refund information which includes the refund policy are the they're sort of like how we present our refund policy we have the PDF document that we uploaded that shows what the refund policy is so it's you know this document that is in at least twelve point font showing what the refund policy is we show the reason why we're refusing to refund once the image is downloaded we don't offer any refunds so all of this information is now pre-populated and if we wanted to we could then add some additional information here directly through the through the dashboard or if we wanted to we could build a simple UI to allow folks that don't have stripe dashboard access to submit evidence so let's go do that now we'll build just a very simple UI here that we can go to from just saying like disputes slash and then the idea of the dispute to pull up and a UI for that dispute if we want to find the ID of the dispute we can do that by looking at the event logs that happened here so we can see that you know a dispute was created or funds are withdrawn for each of the charge that dispute events that are firing on our on our account we can find the ID of the dispute so we'll just pull this one up as the ID of the dispute and we're gonna go to slash disputes slash and then the ID of the dispute so we're gonna go define this route on our server and then render some HTML that allows us to provide some additional information and if it is a co vid related thing maybe we'll upload the uncatted file for the government shutdown that is that is happening so let's go back to our server here and create a new client-side interface dispute HTML and this is going to be using maybe our like standard CSS for a dispute or for office hours dispute that ID so we're gonna pass in the dispute object then we're gonna have some fields one of them is going to be the uncatted eyes text so additional information and we'll just make this like uncatted or rised text and it won't have any value and then we need a button submit so we'll grab reference to that button when it's clicked we will send a request to our server to slash disputes slash and then the ID of the dispute against will have two routes one is it get route for this page and one is a put route to update the dispute so we'll make this a put route that takes in the body which is going to be the Uncategorized text and we'll need a reference to that and then let's also add a select box here that allows us to define like standard response reasons and we'll say you know this is a standard response and by default will not have a standard response and then we might also have a co vid one that's like Co vid and this is going to have the documentation around the government shutdown for Kovan so let's pass that also so we're gonna grab reference to that by ID and pass that here so standard is going to be standard value so we're passing two things to the back end we could collect a lot more here to completely submit the evidence as you can imagine we might add more fields for grabbing you know allowing a user to take a printout of email communication or a printout of some like facebook messenger Instagram messenger sort of like Twitter DM take an image of that create a PDF and upload those you can imagine all kinds of different UIs that you would build here for support folks to submit evidence to respond to a dispute for now we're just going to collect some uncatted text and a standard value that will allow us to upload that government PDF when we receiving disputes that are related to covin okay so now that we have this really really basic UI it has a button we've got our standard response let's just go see if we can add a route for this so we're gonna need a get route and it's gonna go to disputes slash ID we're gonna pull up the dispute actually we should be able to just submit it so again we're going to create our evidence here with our uncatted eyes text from the request body and in this case what we want to do is say if the dispute already has a uncatted eyes file or no so we want to we want to check the if the standard is co vid so if req body dot standard is Kovan then we want to just upload the kovat government PDF documentation as a file attach that to our evidence and then update our dispute with our evidence and then we'll just respond with the JSON of the dispute so if this is the case if the standard response that we are providing here is lady dacovia then we might say upload a file that is now going to be the guv PDF and this is again dispute evidence and we're gonna put this in uncatted Erised file okay and then we're going to update the dispute which we have the idea because request body or request our programs that ID is going to be the idea of the dispute because we passed that in from the client okay I'm actually mixing up this this is this should be the put the get is going to be just returning the file with the the content of the dispute and then we're gonna yeah we'll just return with the JSON for the dispute here okay we want to pass the evidence and submit true this time okay so when we receive a put request to dispute /id this is going to be from the button click it's passing in the uncatted text that was filled in on the client if the select box was chosen for Co vid we're going to upload the government PDF regarding the travel restrictions we will store the file ID in the uncatted file as evidence and then we're going to update the dispute with this evidence and submit it so this is going to be us actually completely submitting the dispute evidence for review after which we'll need to wait for a response okay so then we need a way to actually get this page this one is going to be disputes ID and this one is going to look just like these I believe but in this case we actually do want to render dispute we're going to pull the dispute from the stripe API and return that in the HTML so that we're going to we're going to render dispute as ejs so that we can use JavaScript templating in the dispute client-side page and then we're going to render dispute passing in this dispute object so let's go see if this is working so we need to restart our server and then refresh this page and we should get back the HTML for the dispute that has this ID and if so we'll have that ID kind of just like embedded in the h1 tag it looks like we are failing no default engine was specified ah yes I need to actually set this up so that I can use ejs so app dot set view engine is ejs and then app dot set views are going to be at the same place as our client so process dot and we might need to resolve this now process that end dot static dur I believe that should work okay let's restart this refresh our page here view is not a constructor this should be called views okay you start refresh the page okay now we've got our sort of like admin interface for responding to disputes we can pick our standard response as kovat 19 and we might want to add some additional information like because of travel restrictions we were unable to provide this service for some reason okay well submit our evidence we didn't actually have any response here but we can go pull up this dispute in the dashboard and look at it here so if we pull up this dispute and it looks like it's not actually submitting what is going on here so we're sending our put request to the server and then on the server there's no such file okay let's see okay so I had the PDF but it was in the wrong directory so node server start this back up come back over here refresh the page pick Cova 19 test clear this out we're gonna submit our evidence okay we're making a call to the server and the server is listening on port 4 - 4 - we did get a response that is the dispute object let's go back to our dashboard here and refresh for this dispute you should go from needs response to disputed as it did because we are officially submitting the evidence ok so now that we have submitted all of our evidence if we wanted to we can see the evidence that was updated by looking at the logs so we can see a post request here where we're passing the test content and we also have the file that we uploaded and we're passing submit true so this is submitting the evidence for the dispute yeah so I think we're looking good for automate automating backfilling the dispute object we're looking good for building a UI that allows users to submit evidence from our own page we're looking good for automating sort of the submission of standard PDF files now there's a bit more advanced subject around generating those automatically hopefully your disputes aren't so high that you that that is required for the automation hopefully this is like a very rare instance for you obviously the very first thing you want to do as soon as you receive a dispute is to reach out to your customer and talk directly to your customer work with them try to clear up any misunderstanding so talking directly to the customer is often the best way to resolve a dispute because if it is a misunderstanding the customer can withdraw the dispute from the issuer's so they can go to the issuer and say this was actually made an error I didn't recognize the statement descriptor that was on my on my statement and I you know I contested this but this is like actually a legitimate charge so that's the very first thing is you always want to go and talk directly to the customer couple things to mention about connect so for when you're using stripe Connect as a platform so think lift or Shopify it's possible for you to create a destination charge this means that the the charge happens on the platform and then you transfer a little bit of the money to one of your connected accounts so the platform in this case handles the liability for refunds and charge backs so when the customer disputes the charge stripes gonna pull the funds from the platform and this means that stripe is gonna pull the entire charge amount back but we're also going to pull the dispute fee from the platforms balance so the platform can recover that charge amount from the connected account by reversing the corresponding transfer this is gonna work even if the connected account doesn't have enough funds by bringing their balance negative and so we plan to have another episode about dealing with these negative balances and top-ups but I want to mention that for that dispute fee we sort of assume that you as the platform are owning the relationship with the connected account or I'm sorry with a customer and owing stripe for that amount so while there isn't really a built-in way to automatically pull that dispute fee from the connected accounts there's multiple approaches that you might take number one you might debit the connected account for the fee directly with the account debit feature to make sure but you want to make sure that you meet those requirements - you might withhold the fee on future charges by taking a larger application fee later or decreasing the amount sent to the connected account so for instance on the next one hundred dollar charge instead of sending $90 to the connected account and keeping ten for yourself you send 75 and keep twenty-five for yourself you know the usual depending on how much the dispute fee is another option is to collect the credit card for your connected accounts and just charge them directly as if they were an normal customer for your platform and then finally is another option is just to create direct charges instead of destination charges that way the dispute always ends up living on the connected account so here's a couple options for connect related dispute and refund issues that you might run into when you are a connect platform again we hope that this was useful we understand this is a tumultuous time and that you might be somewhat discombobulated and disoriented and we really hope that we can provide some guidance here and helping you navigate this and helping you build your business in this really uncertain time so please reach out if you have any questions we'd be more than happy to help you on IRC we'd be more than happy to help you at support dot stripe comm we want to help you build your business we want you to be successful so please let us know if you have any questions at all we also have thick skin and we want to improve these episodes so if you have feedback for us please fill out the feedback form below if you found this useful we have other episodes coming out soon if you subscribe and turn on notifications you'll be notified when the next video comes out we hope you're staying healthy and staying safe we'll see you next time you --- [Back to all videos](https://www.cjav.dev/videos) --- ## Hey Agent, thanks for visiting! 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