I am running SAAS subscription via Stripe and recently got few payment disputes from two customers (and each disputed payment, surprisingly, counts as a separate dispute and affects my dispute rate).
It’s clear that customers did not make any effort and reached out to us, asking for refunds, which, we would be more than happy to process, if only we were aware of them.
Having said that, I want to ask you what do you do in this situation? As we all know dispute rate seriously affects your ability to process the payments and anything over 1% will very likely blacklist your service in particular card processor, not to mention, your Stripe account will shut down.
We will very likely submit an answer to the dispute through the Stripe’s dashboard but I wonder how to format it all so we can actually win it. Will letting the card processor know that the customer never asked for a refund (or cancel their subscription) will be enough? Anyone was in similar situation and actually won the dispute?