Markit | DocsDisputes
How Markit handles payment disputes and chargebacks
Overview
A dispute (also called a chargeback) occurs when a buyer contacts their bank or credit card issuer to challenge a charge made through Markit. When a dispute is created, Markit automatically takes a series of protective actions against the creator's account to remain compliant with Stripe and card network rules.
What Happens When a Dispute Is Filed
When someone files a dispute on a Markit payment, the following actions occur automatically:
- Transfer reversal — The disputed amount is reversed from your connected Stripe account and returned to the cardholder.
- $15 dispute processing fee — A $15.00 USD fee is charged directly to your Stripe account balance to cover Stripe's chargeback processing costs.
- Disputer blacklisted — The disputer's phone number is blacklisted and prevented from making any further purchases on Markit associated with that number.
These actions are taken at the time the dispute is created, regardless of the reason or eventual outcome.
The $15 Dispute Processing Fee
The $15 fee is charged to your connected Stripe account at the moment a dispute is opened. It covers the chargeback processing fees that Stripe passes on to Markit.
- The fee is non-refundable regardless of whether the dispute is won or lost.
- It is debited directly from your Stripe connect account balance. If your balance is insufficient, Stripe will attempt to debit it from your linked bank account.
Challenging a Dispute
If you believe a dispute was filed in error or you have evidence to counter it, here is what to do:
Step 1 — Reach out to the buyer first. The fastest resolution is usually a direct agreement with the buyer to withdraw their dispute. If they withdraw it, all funds are returned and no further action is needed. The $15 Markit fee will not be refunded.
Step 2 — Contact Markit support. If the buyer won't withdraw the dispute, contact us at hello@markitai.com with:
- Your username and the event or product the dispute relates to
- Any evidence you have (receipts, communications with the buyer, proof of delivery)
- The date the dispute was filed
Markit will work with you to submit evidence to Stripe on your behalf before the evidence deadline.
Evidence deadlines are set by the card network — typically 7 days from the date the dispute is filed. After this window, no evidence can be submitted.
Dispute Outcomes
| Outcome | What Happens |
|---|---|
| Won | Stripe returns the disputed payment to Markit, which re-transfers the funds to your Stripe account less applicable Markit platform fees. The $15 Markit dispute fee is not refunded. |
| Lost | The disputed amount remains with the cardholder. No additional charge is made beyond the initial $15 fee. |
| Withdrawn by buyer | Stripe returns the disputed funds to your account. The $15 Markit dispute fee is not refunded. |
Preventing Disputes
Disputes most often arise from buyers who do not recognize a charge, are dissatisfied with an event or product, or believe they were charged incorrectly. To reduce dispute risk:
- Use a clear, recognizable event or product name visible on the buyer's bank statement.
- Publish a clear refund policy on your event or product page.
- Respond promptly to buyer inquiries before they escalate to a chargeback.
- If a buyer requests a refund you agree to, issue it through Markit before they contact their bank.
Managing Disputes on Markit
You can view all active disputes — including the amount disputed, evidence due date, and affiliated charge — within the Payouts section on Markit.
For questions or to challenge a dispute, contact hello@markitai.com.