Disputed Payments

A dispute is not the same as a failed payment or a refund request. Kanri helps you locate the affected invoice and charge; it does not provide the dispute-response form.

Find the affected payment

1. Open the Disputed Payments report.
2. Find the member, invoice, and charge connected to the dispute.
3. Open the invoice or member’s charge history to confirm the payment details.
4. Open the connected Stripe account and locate the matching dispute.

Kanri helps identify the affected billing records. Use the connected-account controls to read the instructions shown for that dispute and follow the process there. This guide cannot confirm a deadline or response requirement for an individual account.

Prepare a response

Use the evidence requested for the dispute type. Depending on the case, relevant records may include:

• the invoice and itemized description of what was charged
• the subscription or agreement showing the member’s billing arrangement
• receipts and the payment history
• relevant communications with the member
• evidence that a product or service was provided, where applicable

Submit any requested response through Stripe using the instructions shown there. Keep copies of what you submit and record any follow-up with the member.

After you respond

Check the dispute status in Stripe and the corresponding charge in Kanri. Update the member’s billing records only when the outcome or a separate refund requires it. Do not issue a second refund just because a dispute is open.

For a payment that failed rather than being disputed, see Failed Payments. For payout questions, see Payouts.