What happens when a client submits a chargeback or dispute for a payment made in my portal?

Allene Norton
Allene Norton
  • Updated
When a client pays an invoice, funds flow from the client to Copilot, and then from Copilot to your connected payout account. If a payment is disputed, the transfer from Copilot to your payout account is reversed. 
If the dispute is won, the transfer reversal will be voided and the funds returned to your connected payout account. 
If the dispute is lost, the funds will not be returned since otherwise we're effectively absorbing the cost of the dispute.
If Copilot receives notice that a client has disputed a transaction, we will reach out to you and ask for any evidence that will help us counter the dispute and get your funds back to you as soon as possible.
Stripe provides detailed documentation on the evidence for handling a dispute here. We'll ask you to provide some of this evidence depending upon the dispute category.

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