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Overview

Disputes and chargebacks are payment reviews raised through the customer’s bank, card provider, or BNPL provider. Newie support will contact you when a dispute needs action.

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Common Dispute Stages

Enquiries and formal disputes are different. An enquiry may only ask for information. A formal dispute or chargeback can affect the payment balance while the case is open.

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What to Do

Reply to Newie support by the deadline in the dispute email. Confirm whether you want to contest the dispute or accept it. Provide evidence that supports the charge, such as:
  • messages with the customer
  • agreed terms
  • proof of service delivery
  • booking records
  • payment authorization
If Terms of Service were enabled, Newie can use the agreed terms record as part of the evidence package.

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Outcomes

Dispute outcomes are decided by the customer’s bank or payment provider, not Newie. After evidence is submitted, outcomes can take days or weeks depending on the bank or payment provider. If the dispute is won, disputed funds may be reinstated and no further action is usually needed. If the customer wins or you accept the dispute, the disputed amount remains with the customer. Once a bank or payment provider makes a final decision, the chargeback case usually cannot be reopened through Newie. Newie does not currently pass Stripe dispute processing fees on to you. See the Fees & Limits Reference for the current Newie fee note. Last updated: 2026-06-26