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Back OfficeOwner's PortalPaymentsIn-store Chargebacks

Respond to in-store chargebacks

Review a disputed in-store payment and respond before the bank’s deadline. Open Owner's Portal > Payments > Stripe > In-store Chargebacks in the Back Office .

This area includes in-store sales such as POS, kiosk, QR Pay, and QR orders. For online-order and reservation cases, follow Chargebacks.

Review the case and deadline

  1. Find the case in the list. Check its amount, channel, reason, case status, response deadline, decision, and net impact.
  2. Open the case and use View order to check the original sale.
  3. Review Money, Timeline, and Your response before choosing an action.

The response deadline uses the business’s timezone. If you do not respond by that deadline, the case is lost.

When no decision is available

  • An inquiry asks about a charge but is not yet a chargeback. Nothing has been recovered for the inquiry; Accept and Fight become available if it becomes a chargeback.
  • An unchallengeable case is already lost under the card network’s rules.
  • A case already decided, past its deadline, missing a response deadline, or no longer accepting a response cannot offer a new decision.

Use the explanation shown on the case rather than starting a separate refund.

Accept without contesting

  1. Under Your response, click Accept chargeback.
  2. Read the confirmation. You cannot fight the case after accepting it.
  3. Confirm with Accept chargeback.
  4. Check the updated decision and Timeline.

For in-store cases, recovery is handled separately when the case opens. Accepting concedes the case without collecting the disputed amount again. Check Money for the settled amount and fees that remain your restaurant’s cost.

If Stripe does not confirm the close

Accepted — Stripe close failed means the decision is saved, but closing the case in Stripe did not finish. Use the case’s Retry action to finish the close. It does not reopen the decision or collect the disputed amount again.

Fight with evidence

Stripe accepts the evidence submission only once. Prepare all notes and files before submitting; you cannot add or change them afterward.

  1. Click Fight chargeback.
  2. Review What will be sent, including the product description, service date, statement, and automatically attached files.
  3. Check whether a receipt and customer signature are included. Availability depends on the original payment.
  4. Add optional notes, customer communication, or additional evidence. Notes are limited to 5,000 characters.
  5. Use PDFs or supported images: JPEG, PNG, GIF, TIFF, BMP, or WebP. The two optional attachments together must be 4 MB or less.
  6. Read and check the confirmation that this is your only submission.
  7. Click Submit evidence and check the updated status.

Fighting can incur a Stripe countered fee. Selflane passes it through only if Stripe charges it, and returns it if you win. A pending fee is shown separately until it is settled.

If submission fails or is uncertain

  • Sending to Stripe: wait and check the case again shortly.
  • Submission being confirmed: contact support. Do not submit again while the outcome is unknown.
  • A connection failure with an unclear outcome: check the refreshed case before attempting another submission.
  • A notice saying nothing was sent and retry is available: try again as directed.
  • A configuration error: contact support; repeating the submission will not fix it.
  • Your earlier Fight didn't reach Stripe: your response has reopened. Notes and files were not kept; prepare them again and choose Accept or Fight before the displayed deadline.

Read the money result

Money shows settled movements between your restaurant and Selflane:

  • Recovered from your account — disputed funds already recovered. An inquiry has no recovery.
  • Stripe fee — a settled fee associated with the case.
  • Credits returned — credits Stripe returned and Selflane passed back to you.
  • Adjustments — recorded adjustments.
  • Net impact — your net settled cost so far.

A pending fee or response is not a settled money movement. Check the Timeline and fee status after the bank decides the case.

Get help

Contact Selflane support if an outcome is unconfirmed, the case will not load, or a decision appears blocked unexpectedly. Include the case and order reference and the message shown.

Do not treat a local success message as proof that the bank has finished reviewing the dispute. Check the current case status.

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