Chargebacks & disputes

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A dispute (or chargeback) is when a donor’s bank reverses a payment. Studio → Disputes is where you respond.

What you’ll see

Each dispute shows:

The date it was raised and the amount.
The donor’s username, or “Anonymous”.
How many pieces of evidence you’ve added.
A countdown to the deadline — green with a few days left, amber at three days or fewer, red on the last day or once it’s passed.
Whether your evidence has been submitted yet.

Select Evidence on a dispute to open it. You can add:

Text evidence

A VOD or clip URL showing the moment the donation was made.
A chat log — paste the relevant conversation.
Communication with the donor — messages where they acknowledged the payment.
Additional information — anything else that helps.

Files

A screenshot, a chat log file, or service documentation. PNG, JPEG, PDF and TXT are accepted.

You can delete a piece of evidence while it’s still pending. Once it’s been submitted to the payment provider, it’s locked.

The question being answered is “did this person receive what they paid for?” The strongest answers are:

The stream recording showing the donation alert on screen, with the donor’s name and message.
Chat at the moment of the donation.
Anything showing the donor engaging afterwards — still watching, still chatting, still subscribed.

Screenshots of your dashboard aren’t persuasive on their own; evidence that ties the payment to a real person having a real experience is.

Keep chargeback protection on in Studio → Monetization Settings unless you have a specific reason not to. Turning it off asks you to acknowledge the risk, and that’s not a formality.
Block repeat problem donors from Studio → Donation Blocks.
Make sure your alerts are working, so donors can see their tip landed.