Reply before the deadline
For a card or BNPL dispute, tell Newie support whether you want to contest it or accept it. If you contest it, send evidence that explains the charge and the service provided, such as:- your messages with the customer;
- the agreed terms and payment authorisation;
- booking records; and
- proof that the service was delivered.
Understand the dispute stage
Outcomes
The customer’s bank or payment provider makes the decision. Newie cannot choose the outcome. A decision can take weeks or months. Stripe says card disputes can take two to three months from opening to the final decision, although timing varies by bank and provider. See Stripe’s dispute process. If you win, the disputed funds may be reinstated and usually no further action is needed. If you accept the dispute or the customer wins, the amount stays with the customer. A final chargeback decision usually cannot be reopened through Newie. Newie does not currently pass Stripe dispute processing fees on to providers. See Fees & Limits Reference for the current fee policy.AU Bank Account disputes
AU Bank Account (BECS Direct Debit) disputes follow a different process. Once the customer’s bank accepts the dispute, the funds are returned to the customer and the decision cannot be appealed. See Stripe’s BECS dispute guidance. If the customer has already disputed the debit, check the outcome with Newie support before issuing a separate refund so the same payment is not returned twice.Related guides
- Refunds explains how to return a collected payment when you and the customer agree to a refund.
- Terms of Service explains how customers accept your conditions at checkout and where the accepted record is saved.