Reducing disputes: a checklist for research suppliers

Most card disputes start with something a merchant could have prevented: a charge the buyer did not recognize, a parcel that did not arrive when expected, a product that did not match its listing, or a refund request that went unanswered. Card networks also count disputes against a merchant whether or not the merchant wins them. Prevention matters more than winning.

This checklist groups the practical steps by where disputes come from. It draws on Stripe's dispute prevention guidance. Work through it section by section and note what you already do, what you need to change and who owns each item.

Make the charge recognizable

Stripe's documentation states that clear and accurate statement descriptors can reduce chargebacks and disputes. Stripe also notes that inquiries often arise because the cardholder does not recognize the transaction description.

• Your statement descriptor reflects the business name buyers see on your site, or your website domain. Stripe recommends using your domain or business name.
• If you use a dynamic suffix, it adds something useful, such as an order reference.
• Checkout and your order confirmation tell the buyer how the charge will appear.
• Each business has its own Stripe account and descriptor. Stripe's guidance is to avoid using the same Stripe account for separate businesses.

The page on statement descriptors, explained covers Stripe's requirements.

Describe products accurately

Disputes for products that are not as described often trace back to listings. Stripe's guidance recommends clearly describing items, showing accurate images and displaying the full price, including taxes, before accepting payment details.

• Each listing states identity, form, quantity, purity specification and storage conditions accurately.
• Images show the actual product and packaging.
• Documentation, such as a certificate of analysis, is current and matches the lot you ship.
• The full price, shipping and any taxes are shown before payment.
• Out-of-stock and backordered items are marked or removed.
• Listings carry no effect or benefit claims. Besides the compliance problem, they set expectations a research product is not sold to meet. See writing accurate product descriptions for research compounds.

Make policies visible and accepted

• Terms of sale, refund and return policy and shipping policy are easy to find from every page.
• Buyers agree to your terms at checkout with an active step, not a pre-ticked box.
• The full policy text is shown at checkout or in a pop-up, not only as a link. Stripe notes that an issuer might reject a checkbox that only contains a link as evidence that the customer was aware of the policy.
• You keep a copy of each version of your policies with the dates it was live.

Communicate about shipping

Stripe's guidance on preventing disputes for unreceived products includes these steps:

• Shipping times are stated clearly before checkout.
• Delays are communicated quickly, with the option of a refund for buyers who do not want to wait.
• Orders ship promptly, and the buyer receives a tracking number when the item ships.
• Higher-value orders require a signature on delivery.
• You use carriers that provide online tracking and delivery confirmation where possible.

If you ever need to use tracking as evidence, Stripe notes that issuers do not follow links, so keep screenshots or carrier documents.

Make support easy to reach and quick

Stripe's guidance says that responding to issues and processing refunds or replacements quickly makes customers less likely to dispute a payment.

• Your support email or phone number is visible on the site, on receipts and in order emails.
• Someone checks the support inbox every business day.
• You have a target response time and you meet it.
• Order status emails go out at each step: confirmed, held for review, shipped, delayed, delivered.

Refund before it becomes a dispute

A refund costs less than a dispute, and it does not add to your dispute count.

• When a buyer has a fair complaint, you refund or replace promptly instead of waiting for them to go to their bank.
• Payments you are sure are fraudulent are refunded straight away. Stripe recommends this, unless the payment is covered by a liability shift such as 3D Secure.
• Your team knows that full refunds and partial refunds differ. Stripe notes that customers cannot dispute fully refunded payments, but can dispute partially refunded ones, even for the full amount.
• Your team knows the timing limit: once a dispute is open, you cannot refund outside the dispute process.
• Early fraud warnings are reviewed. Stripe says they do not require action, but you can refund to prevent a fraud dispute. Stripe also advises against automatically refunding every warning.

Catch problem orders before capture

Orders that do not fit your buyer profile are better stopped before money moves.

• Buyer type, organization and ship-to details are checked against your buyer policy at checkout.
• Orders that need a closer look are authorized at checkout and captured only after review. Stripe's documentation states that cardholders cannot dispute uncaptured authorizations, only captured payments.
• Reviews happen within the authorization window, so orders are captured or released in time.

See reviewing orders that look like consumer purchases for a fair, documented review process.

Watch your numbers

• You check your dispute count and dispute rate at least monthly, by card network.
• You read the reason for each dispute and log the root cause, not just the result.
• You know that monitoring programs count disputes regardless of refunds or outcomes, so a won dispute still counts.
• Repeated reasons lead to a fix in the store, such as a clearer listing, a faster shipping update or a better descriptor.

Stripe's guidance notes that merchants with small payment volumes can see an outsized effect on their dispute rate from one or two disputes. A new store has less room for error, not more. The page on disputes and chargebacks basics explains how disputes are counted and handled.

What a checklist cannot do

These steps lower the number of avoidable disputes. They do not remove disputes altogether, and they do not change how a processor or card network assesses your business. Some disputes come from fraud or from buyers who will dispute regardless. What matters is that you can show a pattern of accurate listings, clear policies, prompt service and good records.

Claddr's buyer checks, signed attestations and order holds are recorded against each order, so the record of what a buyer confirmed and when is ready if you need to answer a dispute. The product page explains how holds and reviews work.