Chargebacks

Review a customer’s bank dispute before deciding how to respond. Open Owner's Portal > Payments > Stripe > Chargebacks in the Back Office .

For POS, kiosk, and QR payment cases, use the separate In-store Chargebacks guide. Its Accept and Fight controls have different payment consequences.

Review the case

The list shows the date, source, disputed amount, fee, total, reason, Stripe status, and Selflane resolution. Use the page controls to review older cases.

Click the source to open its order, reservation, or invoice. Check the payment, any refunds, and whether the customer received the order or used the reservation deposit.

A bank’s Won or Lost decision is separate from Selflane’s decision about who pays the cost. Read the resolution and repayment information together:

Selflane pays means Selflane absorbs the cost.
Merchant pays means the restaurant is responsible. It does not, by itself, prove that collection has settled.
A pending repayment is still being collected. A settled repayment records that the cost has been passed to the business.

Respond to an online-order or reservation dispute

Open the related record and find its Chargeback card. Eligible cases offer Accept and Counter while Stripe is still taking a response.

Controls are unavailable after evidence has been submitted, the dispute has closed, liability has been resolved, or recovery is already recorded. If you cannot find an action, check the case status before contacting support.

Accept the chargeback

Accept only when you intend to concede the dispute.

Click Accept in the related record’s Chargeback card.
Read Accept Chargeback and add an optional internal note.
Confirm with Accept.
Check the updated case and repayment status.

For these online-order and reservation cases, accepting records the restaurant’s responsibility, attempts recovery from its connected account, and closes the dispute in Stripe. It is not the same as refunding the customer.

If an error occurs, the liability decision or collection can already have been recorded. Refresh the record and contact Selflane support before trying another action.

Counter the chargeback

Click Counter on the related order or reservation.
Read the evidence explanation.
Add optional Merchant notes, Customer communication, or Additional evidence.
Click Submit Evidence and check the updated Stripe status.

For an order, Selflane attaches order details, the receipt, and refund policy when available. For a reservation, it includes booking details, the bill where the deposit was used when applicable, and refund policy.

Submit before Stripe’s response deadline. Sending evidence is not a promise that the bank will decide in your favor.

If the connection drops and the result is unclear, check whether the case is already under review before submitting again. Contact support if you cannot confirm the result.

Invoice disputes

The Chargebacks list can also link to an invoice. This page’s Counter procedure supports orders and reservations. Submit invoice dispute evidence in the Stripe dashboard when Selflane directs you there.

Why reservation Refund or Cancel is missing

The reservation detail screen hides Refund and Cancel while it checks chargebacks, if that check fails, or if a chargeback record is returned. A historical record can also keep these controls hidden.

Read the Chargeback card and follow its available response actions. Do not issue a separate refund to work around the dispute; that can return the same money twice.

If the bank has closed the case but the actions are still missing, ask support to review the booking and dispute. A closed or won bank case does not guarantee the buttons reappear automatically.

If there are no chargebacks

No chargebacks found means this list has no recorded cases for the business. Check In-store Chargebacks separately for in-store payment cases.