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Resolve a billing question with the customer

Review the source records, explain the balance, and record a clear decision.

In this guide

For a Stripe pre-dispute inquiry

For a Stripe pre-dispute inquiry, open it in Stripe and respond there. It is labeled Pre-dispute inquiry in Resolvely and remains read-only; it has no Recover submission controls or Recover fee.

For a chargeback

For a chargeback, review its reason and deadline, then add evidence that supports the response. An Owner or Reviewer approves the draft before Resolvely queues submission to Stripe.

For another balance question

For another billing question, compare the invoice and payment records, explain what you find, and document the decision. Keep any agreed adjustment, payment, or follow-up tied to the relevant customer history.

Related guides

Give customers a clear place to resolve an issueUnderstand a chargeback and its deadlineTroubleshoot setup and case issues

Still need help? Contact support with the case ID and a description of the issue.