> ## Documentation Index
> Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Disputes and Chargebacks
> Disputes and Chargebacks is the accounting queue for card disputes, marketplace claims, and platform chargebacks. Use it to find deadlines, gather evidence, and track the financial outcome.
## What To Watch First
The dashboard is organized around urgency. Focus on items that need a response, items due
soon, and items marked at risk before reviewing historical won or lost disputes.
## Use Filters Without Losing The Queue
* **Platform tabs** narrow the queue to Stripe, Shopify, eBay, Amazon, or all platforms.
* **Summary cards** recalculate for the selected platform so urgent work stays visible.
* **Status filters** are best for needs-response, under-review, won, lost, or warning queues.
* **Search** is best for order number, customer, platform reference, or payment reference.
## Review A Dispute
1. Open **Accounting**.
2. Open **Disputes**.
3. Use the platform tabs to focus on Stripe, Shopify, eBay, Amazon, or all platforms.
4. Filter by status when you need items that need response or are under review.
5. Open the dispute row to review order, customer, reason, amount, due date, and activity.
6. Download the evidence pack when the dispute needs supporting documentation.
7. Submit the response in the connected platform when required by that platform.
8. Monitor the dispute until it is won, lost, reversed, or closed.
**Dispute deadlines are real**
If evidence is due by the platform, missing the deadline can turn a defendable dispute
into an automatic loss. Use the due-date queue before working lower-risk items.
## Evidence And Submission Paths
* **All platforms**: download the evidence pack PDF from the row or detail page when you need a complete support packet.
* **Stripe**: authorized users can save a draft or submit evidence through Arcus when the dispute is eligible and the evidence deadline has not passed.
* **Shopify, eBay, and Amazon**: use the platform dashboard link when the platform requires final submission outside Arcus.
* **Uploads**: attach PDF, PNG, or JPEG files up to 5 MB, plus structured text evidence when the detail page asks for it.
* **Submitted evidence**: once final evidence is submitted, changes are locked unless the platform allows a new response.
## What Evidence Usually Matters
* Order number, invoice, and customer account.
* Payment confirmation and transaction references.
* Fulfillment, packing, shipment, and delivery proof.
* Customer messages or support notes related to the order.
* Return, refund, replacement, or cancellation history.
* Terms, authorization, signature, or proof of pickup when available.
**Start from the order, then build outward**
The strongest evidence pack usually starts with the disputed order, then adds invoice,
payment, fulfillment, and communication detail that supports the same story.
## Accounting Impact
Disputes can affect cash, AR, revenue, platform clearing, fees, and refunds. The platform
may remove funds before the final decision, then return funds if the dispute is won.
Accounting should review the settlement detail before assuming the final impact.
* **Needs response**: the business still needs to submit evidence or decide not to fight it.
* **Under review**: the platform has the response and the result is pending.
* **Won**: funds may be returned or released, depending on platform timing.
* **Lost**: the business usually absorbs the amount and any dispute fees.
* **At risk**: the dispute is urgent, incomplete, or close to a deadline.
## Operational Side Effects
* A dispute can freeze fulfillment for the related order while the dispute is active when your entity uses dispute-based fulfillment holds.
* Opening a dispute can move value into a dispute or platform clearing review state until the outcome is known.
* A won dispute usually releases or returns funds according to platform timing.
* A lost dispute usually records the chargeback loss and any platform dispute fees.
* Marketplace payout review may be needed when dispute fees or reversals change the net bank deposit.
**External platform actions may still be required**
Arcus can organize the dispute and evidence, but some platforms require final evidence
submission in their own dashboard. Use the platform link when the row indicates that action
must happen outside Arcus.
## Common Problems
* **No linked order**: search by customer, amount, date, platform reference, or payment reference.
* **Evidence pack is incomplete**: confirm invoice, tracking, delivery, and messages exist on the related records.
* **Submit button is missing**: confirm the dispute is Stripe, eligible for Arcus submission, not already submitted, and your role can submit evidence.
* **Deadline has passed**: use the platform dashboard as the final source of truth and document the outcome in Arcus.
* **Upload is rejected**: confirm the file is PDF, PNG, or JPEG and no larger than 5 MB.
* **Customer already received a refund**: verify the refund before submitting evidence or issuing another adjustment.
* **Bank deposit does not match payout**: review dispute fees, reversals, and platform adjustments on the payout.
* **Result is unclear**: use the platform dashboard as the final source for current dispute status.
## Related Articles
Review Shopify, Amazon, eBay, and Stripe payouts, clearing balances, fees, and needs-review items.
Track customer balances, aging, statements, and collections work.
Find, create, post, send, pay, correct, and void customer invoices.
Use package suggestions, freight decisions, labels, and tracking.
Match bank transactions to payments, deposits, payouts, and checks.