Disputes and chargebacks
Answer chargebacks with the evidence you already have
Lumtry links each dispute to its order, refund and return records, then drafts the response for your review.
- Every dispute linked to its case
- A drafted narrative that a person approves
- Deadlines tracked for every dispute
Order #39965
Item not received
£118.00
The rule that fired
Not-received disputes with a delivery scan
Policy v3, published
Outcome
Evidence submittedInputs and outcomes
Notices in, evidence out
What Lumtry watches
- New disputes from Stripe and PayPal as they open
- Response deadlines for every open dispute
- Refunds, returns and tracking already linked to the order
- Outcomes once the processor decides
What you get
- An evidence pack built from the case history
- A drafted evidence narrative you edit and approve
- Deadline tracking so nothing lapses unanswered
- Won and lost outcomes recorded in the audit log
Follow one case
One chargeback, from notice to evidence
A sample dispute on a Stripe account. The evidence was already in Lumtry; your team only had to review it.
Order #39965
Item not received
£118.00
- 08:40:51
Chargeback received
The Stripe dispute notice is signature-verified and opened as a dispute case.
- 08:40:52
Linked to the order
Lumtry links the refund, return, label and tracking records for the order.
- 08:41:10
Narrative drafted
A drafted evidence narrative explains the delivery scan and waits for your review.
- 11:05:33
Reviewed and approved
Your team edits the draft and approves it before anything is sent.
- 11:05:36
Evidence submitted
The evidence pack goes to Stripe before the deadline, and the outcome is recorded when it lands.
Evidence submitted
The rule that fired
Not-received disputes with a delivery scan
- When
- IfThe dispute reason is product not received
- AndA carrier scan shows the parcel delivered
- AndThe response deadline has not passed
- Then
- Draft the evidence for a person to approve
The rules are yours: edit them on the canvas, test them in shadow mode, then publish a new version.
How it works
From notice to submitted response
Receive the dispute
The processor notice is verified and linked to the order.
Gather the evidence
Refund, return, label and tracking records are collected in one pack.
Review the narrative
A drafted response explains the case and waits for your approval.
Submit and track
The response is submitted and the outcome is recorded when it lands.
Who it is for
For the people who answer chargebacks
Finance
Stop losing disputes to missed deadlines and missing paperwork.
Owners
See which disputes are worth answering and how they end.
CX leads
Reuse the case history your team already built.
Works with
Connects to the tools you run
Stripe
Refund execution and dispute notices.
PayPal
Refund execution and dispute notices.
Shopify
Orders and refund requests in, refunds and store credit out.
WooCommerce
Orders and refund requests from your WooCommerce store.
BigCommerce
Orders and refund requests from your BigCommerce store.
EasyPost
Return labels, QR codes and tracking.
Shippo
Return labels, QR codes and tracking.
Slack
Approval requests with approve and deny actions.
Dispute automation: see pricing for the plans that include it.
Questions
Questions, answered
Still unsure whether it fits your store? The team building Lumtry answers every message.
Which processors are covered?
Disputes from Stripe and PayPal, the same processors Lumtry executes refunds through.
Does Lumtry submit responses without me?
No. The narrative is drafted for your review, and a person approves what is submitted.
Where does the evidence come from?
From records Lumtry already holds for the order: the refund decision, return labels, tracking and receipt events.
How are deadlines handled?
Each open dispute shows its response deadline, and disputes close to it are surfaced first.
Is there a fee for disputes?
Dispute automation can carry a capped success fee on won disputes. The terms will be announced at launch with pricing.
Are outcomes recorded?
Yes. Submissions and outcomes are written to the append-only audit log with the case they belong to.
Related solutions
More ways Lumtry helps
Stop answering chargebacks from scratch
Explore dispute evidence on the sample workspace or talk to us about your volume.