You can now view and respond to credit card disputes directly inside Moxie Suite. Disputes live inside the Sales tab and are powered by Stripe’s secure dispute management system. This allows you to:

This replaces the previous manual workflow and gives you full visibility and control.

If a dispute requires your attention, you’ll see:

This badge reflects the number of disputes that require action.

1. Go to Sales in the global navigation.

2. Click the Disputes tab.

Here, you’ll see a table listing all disputes associated with your practice.

Each row represents a single dispute; columns include:

You can filter disputes by:

You can also export the list if needed for reconciliation or record keeping.

1. Use the Status filter to select Action Required. This ensures you’re addressing disputes that need immediate attention.

2. Click on the row requiring action. After a secure Stripe dispute window will open inside Moxie Suite.

You’ll see:

3. From here you can choose to:

You’ll be guided through a structured flow:

1. Choose the primary reason you believe the issuing bank should overturn this dispute. (e.g., purchase made by rightful user)

2. Provide product/service details. This information should match a receipt if possible

3. Provide additional details about the client then click Next.

4. Upload supporting evidence from your computer then assign it a category.

Depending on the type service or product selected in the previous step the categories may appear different than our image. Examples of categories may include:

Your dispute status will update to Under Review while Stripe evaluates the case.

5. For detailed defense guidance by dispute category, review Stripe’s documentation:
​https://docs.stripe.com/disputes/categories.

Use the selectors to choose the correct dispute category and transaction type (physical product, digital product, or offline service) before reviewing evidence requirements.

After submission Stripe will share your evidence to the cardholder's bank for review.
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You can click back into the dispute at any time to view details.

No, once you formally submit your counter dispute to Stripe, additional evidence cannot be added. Be sure to review all documentation carefully before submitting a counter dispute.

Yes, Stripe charges a $15 flat dispute fee for every dispute filed, regardless of outcome. This fee is non-refundable and covers Stripe’s infrastructure for dispute processing.

If you choose to counter the dispute, there is a separate countered dispute fee. This fee is refunded if your medspa wins the dispute.

When a dispute is opened, Stripe immediately removes the disputed amount + fees from your balance while the case is under review.

Once a dispute is filed, the standard refund flow is restricted. You have two options inside the Disputes tab:

You cannot process a normal refund on a payment that is actively under dispute.

After you submit evidence, the issuing bank reviews the case. This process typically takes several weeks.

During this time, the status will display as Under Review. You can monitor progress directly inside the Disputes tab as updates are received from Stripe.

If you do not respond by the Respond By deadline, the dispute will likely be automatically lost and the funds will be permanently returned to the client. We recommend addressing disputes with an Action Required status as soon as possible.

Dispute access is restricted to the following Moxie Suite roles:

No, disputes are to be managed directly by the Provider Owner or Business Associate inside Moxie Suite.

Check out this article for some suggestions on types of evidence to include in a counter dispute.

For detailed defense guidance by dispute category, review Stripe’s documentation:
​https://docs.stripe.com/disputes/categories.