If a client's bank flags a payment as disputed, it can feel alarming, but it's a normal part of accepting card payments, and there's a clear process for handling it. Here's how disputes work through Stripe, and what you can do at each stage.

How a dispute unfolds

A dispute (sometimes called a "chargeback") starts when your client questions a charge with their own bank or card provider, rather than contacting you first. The moment this happens, three things happen automatically: the payment is pulled back out of your Stripe balance, Stripe applies its dispute fee (see our Credit Card Processing Rates article for the amount in your territory) and a response window opens, usually somewhere between 7 and 21 days.

From there, you have a choice: accept the dispute, or contest it with evidence. Either way, nothing is final until the card issuer makes its ruling, which typically takes 60–75 days from the point evidence is submitted.

Building a strong case

Pet sitting is a service business, which actually works in your favour when it comes to disputes — you usually have plenty of proof that the work happened. Before you do anything else, reach out to your client directly. A surprising number of disputes come from a client simply not recognising a charge on their statement and a quick conversation can resolve it without any formal process at all.

If your client agrees the charge was a mistake on their part, ask them to contact their bank to withdraw the dispute, and request a copy of the withdrawal letter their bank sends them. Forward that to us and we'll use it as evidence that the matter is resolved.

If your client doesn't respond, or maintains the dispute was valid, you'll want to put together evidence instead. The strongest evidence usually comes straight out of your Pet Sitter Plus account:

• Visit/Service Reports, GPS check-ins, or completed Scheduled Services showing the service was actually delivered.
• Messages between you and your client confirming the booking, schedule, or any changes. Sone of these you will be able to find under Client Admin > Logs and of course if you have linked your business email to your Pet Sitter Plus software, you should have copies of any emails sent.
• Signed service agreements or booking confirmations tying the client to the specific service in question.

Whatever you gather, avoid including phone numbers, email addresses, or links in it. Card issuers reviewing evidence won't call or follow external links, so this kind of detail doesn't help your case and can sometimes work against it. Keep in mind evidence can only be submitted once per dispute, so it's worth taking a moment to make sure everything relevant is included before you send it.

Deciding whether to contest

You don't have to fight every dispute. Accepting one simply means agreeing the charge shouldn't stand — it isn't an admission that you did anything wrong, and it's often the most sensible option if, on reflection, you agree a refund was fair. Just bear in mind the dispute fee itself is never refunded when you accept, only when you contest and win. If you already know you won't be submitting evidence, accepting early is usually better than letting the clock run down.

Avoiding disputes in the first place

A little prevention goes a long way. Clients are far less likely to dispute a charge they clearly recognise and expected, so it's worth making sure your booking confirmations and invoices spell out exactly what's being charged and when.

 Keeping a written record of any schedule changes or last-minute add-ons inside Pet Sitter Plus also means you'll have it ready if a question ever comes up later — most disputes are easier to prevent with clear communication than to win after the fact.

Quick answers

How long do I have to respond?

Typically 7–21 days from when the dispute is opened. After that window closes, no further evidence can be submitted.

How long until it's resolved?

Once evidence is in, expect 60–75 days for the card issuer to reach a final decision.

Can I add more evidence later if I think of something?

No — each dispute only allows one evidence submission, so gather everything relevant up front.

Need a hand?

Disputes can feel stressful, but you're not on your own with them. If you'd rather talk it through before deciding how to respond, email us at support@petsitterplus.com and we'll help you weigh up your options and pull together the right evidence.