This feature is available on all Goodshuffle Pro Plans.
A dispute—also called a chargeback, inquiry, or retrieval—occurs when a client questions a payment on their credit card. Their card issuer initiates a formal process, immediately reversing the payment and deducting it from your account.
This includes:
The payment amount
A $15 USD dispute fee
⚠️ If you challenge a dispute and lose, you’ll incur another $15 fee—bringing your total fees to $30 USD (for U.S. vendors).
🎥 You can watch the video below to learn more about how disputes work.
How Disputes Work
Disputes typically follow the same pattern across card networks:
The cardholder disputes a charge with their bank.
The bank creates a chargeback and pulls the funds.
You are notified and have a short window (7–21 days) to submit evidence.
Goodshuffle Pro collects your evidence and sends it to Stripe, who passes it to the card issuer.
The bank reviews the evidence and makes a final decision.
📌 Goodshuffle does not decide who wins or loses a dispute. We help collect and submit evidence to our financial partners, who relay it to the cardholder’s bank.
Dispute Timeline
Phase | Who Acts? | Duration (Varies) |
Dispute initiated | Cardholder’s bank | Immediate |
Evidence submission window | You | 7–21 days |
Review by card issuer | Bank | 60–75 days |
Final decision | Cardholder’s bank | After review period |
If you submit evidence in time, the bank reviews and decides.
If you don’t submit evidence, the dispute is automatically lost.
Dispute Statuses
Disputes fall into two categories:
Inquiries / Retrievals
Inquiry / Warning: Bank is requesting info.
Under Review (Warning): Bank is reviewing your response.
Closed (Warning): Inquiry is closed. If escalated, you’ll get a dispute notification.
Disputes (Chargebacks)
Needs Response: No evidence submitted yet.
Under Review: Bank is reviewing the submitted evidence.
Lost: Client wins and keeps the funds.
Won: You win, and funds are returned to your account.
Winning a Dispute
If you win:
You’ll get an email notification.
Funds will be automatically returned via a Dispute Reversal.
You can view the reversal:
In the Billing tab of the project.
In a Company Activity Report covering the reversal date or payout date.
Identifying and Tracking Disputes
Notifications
Goodshuffle Pro sends automatic emails for:
Activity | Recipients |
Dispute created | Account Owner, Sales Lead, Sales Role |
Evidence reminders | Same |
Evidence submitted | Same |
Final status (won/lost/accepted) | Same |
Each email includes links to:
The project
The client
The relevant dispute record
In Goodshuffle Pro
Go to your dashboard → Due Balances → click the Disputes tab.
You’ll see:
Dispute reason
Project name
Date of dispute
Evidence due date
Amount
Status
In the Client Activity Report
Navigate to the “Finances” tab in your top navigation bar.
Click the “Client Activity” button.
In the activity type dropdown, select “Dispute” to filter by disputes.
Locate your dispute entry and click the downward-facing arrow (caret) to expand it.
This reveals the related project, dispute amount, and additional details.
Need Additional Support?
Click the blue chat bubble in the bottom corner of your screen to message our support team—we’re happy to help!