🔔 What Is a Dispute?
A dispute (also called a chargeback) is when a customer contacts their bank or card issuer to challenge a payment made on their card. This process applies to all credit and debit card payments worldwide – whether in a shop, restaurant, or online. Hopoti isn't unique here: Visa, Mastercard, American Express, and other networks all use the same dispute system as part of their global payment rules.
When a dispute is filed, the bank temporarily reverses the payment while they investigate. This doesn't mean you've done anything wrong – it's simply the start of a process where you can present your side. Most disputes come from misunderstandings or unrecognised charges on a statement, but they can still feel stressful for businesses.
This guide provides everything you need to navigate disputes confidently and effectively, with the backing of Hopoti's and Stripe's best practices:
Need help? The Hopoti team is here for you. If you're unsure how to respond to a dispute, reach out to us. We'll help you understand the best steps and even assist in preparing your response.
🧭 What to Do When You Receive a Dispute
Don't panic. Disputes are common and can often be resolved successfully.
Contact the customer. A dispute is often due to a misunderstanding. A quick call or message might help them realise the charge is valid. They can even withdraw the dispute with their bank.
Review the dispute reason. Disputes are categorised, e.g., Fraudulent, Product Not Received, Credit Not Processed.
Decide whether you accept or counter the dispute. If you wish to reclaim the payment amount, your only option is to counter the dispute.
Respond within the deadline. If countering, gather evidence using our checklist below. Bank sets a fixed timeline, typically 7–21 days, so don't delay.
Reminder: Even if a customer withdraws the dispute, you should still counter the dispute with evidence to reclaim the payment amount.
🗂️ Dispute Categories
Each dispute category below includes key prevention tips and advice on how to respond successfully. Click to expand each section:
Credit Not Processed
Credit Not Processed
Description:
The rider claims they were entitled to a full or partial refund – for example, because they cancelled a horse riding lesson, didn't attend, or the stable cancelled – but haven't received it. This often happens when a rider cancels late or believes they were promised a refund.
How to prevent it:
Your cancellation and refund policy should be clearly explained on your Stable Rules, which you can edit in Business Settings > Rules.
Communicate openly when you grant clients a refund – explain refund timelines and issue refunds promptly through Hopoti.
How to overturn it:
Show that a refund was already issued.
Show that the customer was not entitled to a refund (e.g., cancelled too late, no cancellation in Hopoti, or "no return" as cancellation policy).
Include your cancellation policy and how the customer saw or agreed to it – usually, a screenshot of your Hopoti booking and checkout pages is good.
Example evidence:
Screenshot of your cancellation policy, refund log, emails or messages with the rider.
Duplicate
Duplicate
Description:
The rider believes they were charged twice for the same payment. This may result from accidental double-booking, confusion between similar lesson times, or a system issue with actual double bookings.
How to prevent it:
Ensure you don't have duplicate events available in the Booking calendar.
Reach out to the rider if you notice two similar payments.
How to overturn it:
Show that each charge was for a separate lesson.
If it was a duplicate, show that you already refunded one.
Example evidence: Two receipts for two different dates, refund confirmation, customer message confirming the intent.
Fraudulent
Fraudulent
Description:
The cardholder claims they didn't authorise the payment. This could be a parent not recognising a child's booking, someone forgetting they used Hopoti, or actual card fraud.
How to overturn it:
Show that the customer or their family booked and attended the lesson.
Provide signed waivers or other proof that the cardholder made a purchase.
Example evidence: Booking confirmation, signed waiver, check-in sheet, account details and history logs from Hopoti.
Product Not Received
Product Not Received
Description:
The customer says they didn't receive the service, often meaning they think the lesson never happened, forgot about it, or there was a scheduling error.
How to overturn it:
Prove the rider attended the lesson.
If they cancelled or were a no-show, explain that and provide your cancellation policy.
Example evidence: Attendance list, signed waiver, communication about no-show or late cancellation.
Product Unacceptable
Product Unacceptable
Description:
The rider believes the lesson or service was not as advertised – maybe they felt the lesson was too short, the horse was unsuitable, or they had different expectations from what was described.
How to prevent it:
Set clear expectations: include a good description of the lesson and set instructors and other details for Hopoti events and services.
Respond promptly to feedback.
How to overturn it:
Prove the service matched your description.
Show that the rider didn't report any issues before disputing.
Example evidence: Lesson description, photos of the facility, customer messages or feedback.
Subscription Canceled
Subscription Canceled
Description:
The rider claims they cancelled a recurring lesson package or subscription but were still charged afterwards. This may be due to missed deadlines, unclear cancellation steps, or confusion over future-dated charges.
How to prevent it:
Let customers cancel themselves easily through Hopoti.
Remind riders of upcoming recurring bookings.
How to overturn it:
Show that the customer didn't cancel before the charge.
Prove that they used the service even after the charge.
Example evidence: Cancellation logs, access/use logs, attendance record.
General / Others
General / Others
Description:
This covers any other issues, such as incorrect amounts, exchange rate misunderstandings, or payment errors. It is used when the specific reason doesn’t fall under another category.
How to prevent it:
Avoid manual errors – confirm all amounts and settings before charging.
How to overturn it:
Provide the correct amount and receipt.
Show any confirmation of agreed amounts.
Example evidence: Receipt showing final price, pricing breakdown, signed agreement or Hopoti confirmation.
⚖️ How to Counter or Accept a Dispute in Hopoti
You need to decide whether to challenge or accept the dispute. Please log in as an administrator to Hopoti and navigate to "Archive > Stripe > Payments and Disputes" to view your dispute cases. Click on any dispute to see its details. Within the response timeline, you can choose to accept or counter the dispute.
If you opt to counter, Hopoti will guide you through a simple three-step process directly on the Archive page:
💬 Step 1 – Tell Us About the Dispute
Explain briefly why the charge is valid.
Why should you win this dispute?
Example: "The customer attended their lesson and didn't cancel. We provided everything as promised."
Select: Most suitable reason from the selection list.Product or service description:
Example: "This was a 45-minute beginner horse riding lesson at [Stable Name], booked via Hopoti."
Product type:
Example: "Booking or reservation."
🧾 Step 2 – Additional Details
Provide:
Customer name
Email
Billing address (if available)
Other details that may be asked (if available)
Hopoti will autofill these fields when possible.
📤 Step 3 – Upload Your Evidence
Attach documents to support your side:
Marked compelling evidence
Example: booking confirmations, cancellation logs, refunds.Other supporting evidence
Example: signed waivers, facility photos, policy screenshots.
Use the "Additional information" field to summarise your case:
Example: "The Customer booked a lesson on April 10, did not cancel, and attended on April 12."
💡 Need help deciding what to upload? Contact Hopoti Support, and we'll walk you through the process and give recommendations.
📎 Evidence Best Practices
Disputes are reviewed by banks manually. They don't read long essays – so keep your evidence relevant, short, and strong.
✅ DO:
Include only relevant parts of your policy (not the whole Terms of Service)
Highlight key terms (e.g., "no refunds if cancelled in less than 24h")
Use simple summaries: "Customer booked on March 1, attended March 4"
Label and order files clearly:
1_policy.pdf,2_communication.jpg,3_waiver.pdf
🚫 DON'T:
Don't upload blurry screenshots or unreadable PDFs
Don't send a 10-page email thread – summarise it instead
Don't include external links – Stripe and banks won't click them
📁 File Tips:
Use PDF, JPEG, or PNG
Max 4.5MB and 50 pages total
Font at least 12pt
Circle important areas in screenshots
⏱️ Timeline of a Dispute – What Happens in Hopoti
Here's how disputes and fees work:
Customer disputes a charge.
Hopoti Support notifies one of your administrators through email.
We'll guide you through what to do and offer help via chat & email.
You gather and submit evidence through the Hopoti Archive.
Within the deadline, usually within 7–21 days.
If you don't respond to the dispute on time, you automatically accept it.
The cardholder's bank decides the outcome.
This may take up to 75 days.
Hopoti Support notifies you in the same dispute email thread once resolved.
If you win:
The disputed amount remains with you, and the rider's bank closes the case.
Hopoti & Stripe will not remove the charge amount from your balance.
If you lose or accept the dispute:
The disputed amount stays with the customer.
Hopoti & Stripe will remove the charge amount from your balance.
Hopoti invoices you – at the latest after the dispute is resolved.
Hopoti invoices you for each dispute fee, according to pricing.
The invoice may be sent before or after the resolution.
Sent to the same dispute email thread from support@hopoti.com.
Payment via secure link to billing.hopoti.com with downloadable PDF receipt.
Hopoti doesn't profit from disputes – fees go directly to Stripe and networks. We're here to help reduce them with you.
💙 Final Words of Support
We know it's frustrating to deal with disputes – especially when you've provided great service. Hopoti is here to support you through the process with clear guidance, fast responses, and tools to help protect your stable.
If you're ever in doubt, please contact us. We'll investigate the situation with you, help you gather the right evidence, or advise you on whether to accept the dispute.
Together, we'll help you keep your stable running smoothly.