Handle a chargeback

A chargeback isn't a refund, and it isn't handled inside NestPoint. It's a bank reversal a cardholder starts, and you respond to it in Stripe. Here's how the two differ, where the dispute actually lives, and how NestPoint helps you make your case.

Chargeback versus refund

A refund is money you choose to give back — see Process a refund. A chargeback is different: the cardholder disputes the charge with their bank, and the bank pulls the money back, often before you've heard a word about it. You don't approve a chargeback — you respond to it.

Chargebacks are handled in Stripe

NestPoint has no dispute screen, on purpose — your payments run through your own Stripe account, so that's where a dispute lives and where you answer it. Open it from Revenue → Open Stripe Dashboard. Stripe shows the disputed charge, the reason the bank gave, and a deadline to respond with evidence. You submit your response there.

Build your case from NestPoint

The strongest evidence is proof the charge was real and the member agreed to it — and NestPoint holds a lot of that. The audit log shows when the payment was made and the confirmation that went out; the member's record and their booking or registration show what they signed up for. Gather those to demonstrate the service was genuine, then attach them to your Stripe response. Audit log: finding when something changed walks through pulling that history.

After it's decided

Stripe settles the money based on the outcome — you keep it if you win, lose it (sometimes with a fee) if you don't. NestPoint doesn't hear the result on its own, so the original payment still reads as paid here. Don't record a refund to “balance” a lost chargeback — for a card payment that would try to send money back through Stripe a second time. Instead, add a note on the payment for your records and treat your Stripe dashboard as the source of truth for what actually moved.