Respond to a Chargeback or Dispute
Learn how to respond to a Chargeback or Dispute in Topo, including dispute status.
When to use this
Use this article when you need to respond to a Chargeback or Dispute in Topo. The main staff surface is sale detail dispute panel. It is written for Owners, Managers, Accountants.
What this covers
Dispute status
Evidence preview
Submitting evidence
Useful evidence sources
Deadlines
Connected Stripe account ownership
Before you start
Use a staff role that can view sales. Refunds, disputes, and account-credit actions may require manager-level permissions.
Confirm the selected location if the sale is not visible.
Review sale status before taking action. Pending, failed, disputed, and refunded sales have different options.
Have the member, receipt, payment method, or sale number available when searching.
Do not retry payment or submit dispute evidence until you understand the current sale lifecycle state.
Steps
Open the disputed sale detail.
Review the dispute panel and deadline.
Preview the evidence packet.
Add a concise rebuttal note if your gym has relevant context.
Submit evidence to Stripe from Topo when ready.
Keep related member, receipt, waiver, and check-in context available for follow-up.
What happens after saving or completing this
The change is reflected in the relevant staff screen and activity history.
If the workflow affects members, payments, access, inventory, or email, review that downstream area before moving on.
Common issues and fixes
Connected Stripe account ownership means dispute timelines and outcomes belong to the gym’s Stripe account.
Submit evidence before the deadline.
Evidence should be factual: receipt, waiver, check-in, communication, and membership/access context.
Checkout is disabled: confirm selected location, non-empty cart, member or guest checkout, payment readiness, and required payment method.
An item is missing: check active status, location availability, variant sellability, bundle contents, and inventory tracking.
A payment or Terminal sale is pending: review the sale record before retrying so you do not double-charge the customer.
Related articles
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Add Products, Plans, Bundles, and Access Items to the POS Cart
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