Manage disputed payments

If a buyer disputes a payment, you can track and manage the dispute directly in your HubSpot account. From the payments record, view the status of each dispute, upload supporting evidence, and respond to requests from your payment processor. You will receive email notifications throughout the dispute process, and you can access the full history and details from the payment record.

Disputes can be made against payments collected using HubSpot payments or Stripe as a payment processing option.

Disputed payments

If any payments are disputed by buyers, track the disputes from open to close in HubSpot, while taking action on them from the payment record. Learn more about the dispute resolution process.

How you're notified about disputes

View a list of payments with disputed statuses

1. In your HubSpot account, navigate to Commerce > Payments.
2. At the top, click the Disputes tab.
3. The disputed payments will be displayed. The following columns are displayed:
   • Gross amount
   • Payment date
   • Associated contact of the payment
   • Payment method (e.g., card, ACH)
   • Status
   • Dispute created date
   • Dispute reason (e.g., fraudulent, product not received)
   • Dispute amount
   • Dispute deadline
   • Dispute closed date
4. The dispute status of a payment can be:
   • Disputed (action required): the dispute has been opened and needs to be countered or accepted.
   • Disputed (awaiting decision): the dispute has been countered and is awaiting the bank's decision.
   • Disputed (won): the bank ruled in favor of the merchant.
   • Disputed (lost): the bank ruled in favor of the cardholder.
5. If you want to filter another view, in the upper left, click Status, select one or more of the dispute statuses, and save the view.
   
   
   
6. To view details of the dispute, in the Gross amount column, click the payment amount of a payment.
7. In the right panel, view the dispute information under Dispute details.

Respond to disputes

Respond to disputes with a status of Disputed (action required) from the payments index page, and upload evidence directly from the payment. To respond to a dispute:

1. In your HubSpot account, navigate to Commerce > Payments.
2. At the top, click the Disputes tab.
   
   
   
3. In the Gross amount column, click the amount of the disputed payment.
4.  In the right panel, under Dispute details:
   • Click Counter dispute to counter the dispute.
     • Answer the dispute questions, then click Next.
     • Add any additional details, then click Next.
     • Upload your evidence, enter any additional information, then click Review.
     • The dispute will then be moved into the Disputed (awaiting decision) status. 
     • You can track the status of the dispute on the payment record.
   • Click Accept dispute to accept and close the dispute.
     
     
     

Track disputes

Track dispute activity and timelines from the payment record:

1. In your HubSpot account, navigate to Commerce > Payments.
2. At the top, click the Disputes tab.
   
   
   
3. In the Gross amount column, click the payment amount of a disputed payment.
4. Navigate to the History card to view the payment history. The dispute details and payment timeline will be updated with the dispute status throughout the dispute process.
5. Navigate to the Dispute details card to view the dispute information.
   
   
   

Dispute properties

Dispute properties can be added as columns to the payments index page, and used in other HubSpot tools such as segments, reports, and workflows. Dispute properties include:

• Dispute created date: the date the dispute was created.
• Dispute amount: the amount that was disputed.
• Dispute deadline: the deadline of a dispute decision.
• Dispute reason: the reason for the dispute.

Next steps

• Learn more about managing payments, including issuing refunds, resending receipts, downloading reports of your payments and payouts, exporting payment data, and more.
• Learn more about mitigating risk of payment fraud.
• Learn more about analyzing payments revenue.