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Help centre

How to run your studio on elastudio, from your first class to your monthly reports.

Answer a card dispute

A dispute (or chargeback) is when a member asks their bank to take back a card payment. elastudio marks the order Disputed and e-mails you; you answer in your Stripe Dashboard before Stripe's deadline.

How you find out

When a member’s bank opens a dispute on a card payment, Stripe tells elastudio and:

  • The order shows Disputed in Sales.
  • The studio gets the A card payment is disputed e-mail, once per dispute, with the member’s name, the order number and the total. It is on by default; see Studio notifications in Settings, Messages, tab Notifications, to choose who gets it.

Disputes only happen on payments that went through Stripe. Pix QR, cash and other payments recorded by hand cannot be disputed this way.

Answer it in Stripe

You answer a dispute in your Stripe Dashboard, not in elastudio:

  1. Open the dispute in the Stripe Dashboard (under Payments, then Disputes).
  2. Check the deadline Stripe shows. If you do not answer in time, you lose the dispute.
  3. Send your evidence: the order, the booking and attendance (the class roster and check-in), your cancellation rules and any messages with the member.
  4. Or accept the dispute if the member is right.

The bank decides, which can take weeks.

What happens next

  • You win (or Stripe closes it with a warning only): the order goes back to its paid or refunded status in elastudio.
  • You lose: the order stays Disputed. The money went back to the cardholder through their bank, not as a refund from you, so do not refund it again.

The fee

Stripe charges a fee for every dispute and another to contest one, taken from your Stripe balance whether you win or not. See What does Stripe charge for the amounts in your country.

Updated October 14, 2026

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