Products
Answer payment disputes
Let Troopy prepare the evidence of each dispute from Stripe, Dodo Payments or Paddle, and send it.
A customer disputes a payment at their bank, and the business must answer with evidence. Troopy reads the disputes of your payment providers and prepares the evidence of each one from your records. This page tells how to turn disputes on, read a dispute, and send its answer.
Before you begin
- Disputes is a built-in template on Routines > Templates. It is not a product of the sidebar.
- Connect Stripe, Dodo Payments or Paddle first. See Stripe, Dodo Payments and Paddle.
- Owners and admins turn disputes on, change the settings and send evidence.
What Troopy does at each provider
| Provider | What Troopy does |
|---|---|
| Stripe | Prepares the evidence for the reason of the dispute. The evidence goes to Stripe when an owner or admin presses Submit to Stripe, or under their grant. |
| Dodo Payments | Prepares the same evidence. A person uploads it in the dashboard of Dodo Payments, then presses I sent it. |
| Paddle | Paddle answers its chargebacks itself. Troopy shows each one and how it ended. |
| Lemon Squeezy and Polar | They answer disputes themselves, and their APIs report none. Troopy shows none of theirs. |
Turn disputes on
- Open Routines > Templates, then the template Disputes. Its tabs are About, Disputes and Settings.
- On About, connect a payment provider with the cards under the steps.
- Switch the template on.
Troopy reads the disputes of each connected provider every 10 minutes. The Churn watcher, or else the Chief of Staff, says each new dispute, each win and each loss in the troop chat.
Read the list
Disputes shows the numbers of the last 30 days, such as the Win rate, and a list of each view:
| View | What it shows |
|---|---|
| All | Every dispute. |
| Needs you | The disputes whose evidence waits for your yes. |
| Needs an answer | The disputes that the bank waits on. |
| At the bank | The disputes whose evidence went. The bank decides. |
| Won and Lost | How the bank decided. |
How the answers did shows the answers by claim, and with or without proof of what the customer did after the payment.
Read a dispute
The page of a dispute shows what it needs from a person first, then:
- the claim, in plain words, such as Says they did not make the payment or Says they paid twice
- the documents: the receipt, the service document, the emails and the policies, as PDFs
- the evidence, field by field
- The records behind it: the payment, the card checks, the invoice, the refunds and the other payments of the customer
Troopy makes the evidence from the records, with no model. A teammate can also write a stronger answer to the bank. Troopy checks each number, date, quote and address of that answer against the records. An answer that fails a check does not go.
Send the answer
Stripe
- Read the evidence and the documents.
- Select Submit to Stripe. The evidence goes, with the documents.
Stripe takes one answer for a dispute, and nobody can change it after. Prepare again makes the evidence again from the newest records, before you send it.
Dodo Payments
- Download each document.
- Upload them in the dashboard of Dodo Payments.
- Come back, and press I sent it.
Let a dispute go
Select Let it go when the claim is right, for example a cancellation before the charge. Answer it after all undoes it before the deadline.
Settings
Settings holds:
| Setting | What it does |
|---|---|
| The switch | Turns disputes on or off. |
| Payment providers | The keys of Stripe, Dodo Payments and Paddle. The Stripe key needs Write access to Disputes and Files. |
| What you sell | The kind of product and two or three sentences for a bank. Empty uses the description of the workspace. |
| Your policies | The refund policy and the cancellation policy, and how a customer sees them before a payment. |
| Usage from your backend | My backend sends the usage of the customer: proof of what the customer did after the payment. |
| Submit to Stripe without a person | The grant of an owner or admin. |
Usage from your backend
Troopy cannot read the database of your business. Your backend asks every 30 minutes which disputes wait for usage, and sends the usage of each customer. Copy the prompt for your coding agent gives a coding agent the steps to build that job. With usage on, a new dispute waits 60 minutes at most for it.
The grant
The grant submits the evidence to Stripe without a person. It has an end date within 90 days, a Largest amount in one currency, and a number In 24 hours, at most. 24 hours before the deadline of Stripe, a dispute that still waits goes with the evidence that it has.
These never go without a person: a compliance dispute, a claim that looks right, and a dispute that a person let go.