Disputes and chargebacks

What this feature does

A cardholder dispute is handled by Stripe against the connected vendor's direct charge, with the vendor responsible for evidence and resulting balance impact under platform terms.

This guide describes the behavior implemented by Mallello, the people allowed to use it, and the operational checks that keep it dependable.

Detailed workflow

1. Stripe notifies the connected account and platform through events and Dashboard alerts.
2. The vendor reviews the reason, deadline, and evidence requirements.
3. Evidence is submitted through Stripe's secure interface.
4. Stripe and the card network decide the outcome.
5. Mallello reconciles order status, support history, and platform risk signals.

Rules and permissions

• A refund does not guarantee a dispute cannot be opened.
• Deadlines are provider-controlled and must be acted on promptly.
• Customer communications and fulfillment evidence should be retained lawfully.
• The direct-charge model reduces platform balance exposure but does not erase legal or operational responsibilities.

Failure handling and edge cases

• Missing a response deadline generally forfeits the dispute.
• Duplicate or fraudulent patterns should trigger vendor and account review.
• Never expose another customer's personal data as evidence.