Disputes

Disputes
SeQura has a claims process that allows transaction disputes. Customers can open disputes for cases of suspected fraud, double payments, or a difference between an order and a transaction amount.

After the customer initiates a dispute, Stripe notifies you using:

Email
The Stripe Dashboard An API charge.dispute.created event (if your integration is set up to receive webhooks) Stripe holds back the disputed amount from your balance until seQura resolves the dispute.

We request that you upload compelling evidence proving that you fulfilled the purchase order using the Stripe Dashboard. This evidence can include the:

1. Tracking ID
2. Shipping date
3. Record of purchase for intangible goods, such as IP address or email receipt
4. Record of purchase for services or physical goods, such as phone number or proof of receipt
5. Record of refund (for purchase you’ve already refunded)

To handle disputes programmatically, respond to disputes using the API.

This information helps seQura determine if a dispute is valid. Make sure the evidence you provide contains as much detail as possible from what the customer provided at checkout. You must submit the requested information within 12 calendar days. If seQura resolves the dispute with you winning, we return the disputed amount to your Stripe balance. If seQura rules in favor of the customer, the balance charge becomes permanent.