Refunds and disputes
Refunds and card disputes for online payments happen in your Stripe Dashboard. Spotter picks them up on its own and updates the family’s account. For a refund, the desk then answers one question: is the charge it paid for still owed?
Settle a refund
After you refund a payment in Stripe, the family’s balance goes back up by the refunded amount, and the history shows a line like “Refunded to Visa •• 4242”. The family’s Billing section then asks you to settle it.
Open the family
A note at the top of Billing reads “$45.00 was refunded to Visa •• 4242 in Stripe. Is the charge it paid for still owed?”
Pick what the refund was for
The menu lists the charges that payment paid. If there’s only one, it’s already picked. If there are several, choose one under What was it for?
Add a reason
Optional, like “class cancelled”. It shows on the family’s bill.
Choose an answer
- Not owed: add a [amount] credit. Use this when the family shouldn’t pay for it anymore, like a cancelled lesson. Spotter adds a matching credit, so the balance goes back to where it was. The credit reads like “Refund · Mia · Private · Yaz, Apr 19 · class cancelled” and goes on the same bill as the charge.
- It’s still owed. Use this when you refunded the money but the charge stands. The balance stays up, and the family owes it again.
Spotter asks once per refund. The note goes away when you answer.
Spotter tracks refunds of online payments made through Stripe. For a desk payment recorded by mistake, an owner or admin can void it instead. See Record a payment.
Disputes
When a family disputes a card payment with their card company, the family’s Billing section shows a warning: “A $120.00 payment is disputed with the card company. Respond in your Stripe Dashboard.” The reason is included when Stripe sends one.
Respond to the dispute in Stripe. Spotter follows the result:
- While it’s open, the payment still counts. The statement marks it “Disputed with the card company (under review)”.
- If you win, the payment keeps counting and the balance doesn’t change.
- If you lose, the money goes back to the card company. A line “Disputed by the cardholder (lost)” appears in the family’s history, and their balance goes up by that amount.