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Create and manage a resolution case
Use the shared Cases inbox and start with five free manual cases per workspace.
Start from Cases
Open Cases and choose New case. Complete merchant setup if needed, add a customer from Customers, then return to create the case. Choose the customer, issue type and title; you can link an existing balance. Use the source filter in Cases to see all sources, Stripe disputes or resolution cases. Each case opens its relevant workflow.
Five cases to get started
Each workspace includes five manual resolution cases with no subscription or payment card. The allowance is for the lifetime of the workspace and includes closed cases and cases created while subscribed. Stripe-imported disputes and automatically created billing-question cases do not count. After five, active Ops access is required to create more manual cases. See your remaining allowance in Subscription or Resolve.
Record the work and decision
Basic notes, messages, decisions and reopening remain available on existing cases when the allowance is used or a plan ends. Owners and Reviewers record decisions. Collection tools, adjustment offers, information requests and file workflows require active Ops access. Customer Portal access stays limited to a verified invitation for a specific balance; creating a case alone does not grant customer access or record a payment.
Still need help? Contact support with the case ID and a description of the issue.