When a client files a dispute on ReadyHubb, the disputed amount is temporarily held from your account while the investigation is underway. Below is an overview of what happens and how ReadyHubb supports you through the process.
What Happens Immediately
Funds are held: The disputed amount is temporarily frozen in your Readyhubb balance while the client’s bank investigates.
Bank decision:
If the bank rules in favor of the client, the disputed amount is permanently returned to the client, and you lose both the funds and related fees.
If the bank rules in your favor, the funds are released back to you.
If you accept the dispute: You can choose to accept the chargeback without contesting it. The funds are automatically returned to the client, and a $15 dispute fee will still apply.
Why Do Disputes Occur?
Clients typically file disputes for one of the following reasons:
They do not recognize the charge on their bank statement.
They are dissatisfied with the product or service received.
There was confusion over refunds, cancellations, or billing policies.
How Readyhubb Handles Disputes
Notification: Readyhubb is alerted by Stripe as soon as a dispute is opened.
We contact you: You’ll receive both an email and SMS with full details of the dispute.
Evidence collection: You’ll be asked to submit supporting documents, such as:
Signed waivers or intake forms
Booking confirmations or screenshots
Photos, delivery proof, or chat records
Submission: Readyhubb compiles and submits your evidence directly to Stripe.
Final decision: The client’s bank reviews all materials and makes a final, binding decision.
Stripe Dispute and Counter Fees
When a chargeback is filed, Stripe applies mandatory dispute fees to cover the processing and review.
Fee Type | Description | Refundable? |
Accepted Dispute Fee | $15 fee charged if you accept the dispute without contesting. | ❌ No |
Initial Dispute Fee | $15 fee charged as soon as the client files a dispute. | ❌ No |
Counter-Dispute Fee | $15 fee charged when you submit evidence to contest the dispute. | ✅ Refunded if you win |
Total if You Lose | $30 total ($15 initial + $15 counter) plus the disputed amount, which is returned to the client. | ❌ No |
Total if You Accept | $15 total (dispute fee only) and the disputed amount is automatically refunded to the client. | ❌ No |
Total if You Win | $15 retained (initial fee), $15 counter refunded, and the disputed amount returned to you. | ✅ Partial refund |
Example:
If you lose, you lose the disputed amount and $30 in fees.
If you accept, you skip the counter process but still pay the $15 dispute fee, and the client is refunded automatically.
If you win, you keep your funds and are refunded $15, but the initial $15 remains non-refundable.
Why Readyhubb Handles This for You
Chargebacks require timely responses and clear documentation. Readyhubb simplifies this process by:
Managing all communications and submissions with Stripe.
Providing step-by-step guidance on what evidence to include.
Keeping you informed at every stage through email and in-app notifications.
⚠️ Note and Support
If you don’t submit evidence by the deadline, the dispute will automatically be decided in favor of the client.
The client’s bank makes the final decision — Readyhubb cannot overturn it.
Submitting clear, dated, and complete documentation significantly increases your chances of winning.
If you choose to accept the dispute, the client will be refunded, and a $15 processing fee will still apply.
Need help or have questions? Our support team is always here to assist:
📩 Email: hello@readyhubb.com
Or contact us in-app via:
Profile → FAQ & Help → Ask a Question → Messages