Refunds and disputes

A refund is money you choose to return to a client after a card payment. A dispute, sometimes called a chargeback, is when the client asks their card issuer to reverse a charge instead of coming to you. OneTool tracks both against the payment they belong to, and Stripe handles the card side.

When a payment is refunded, that amount no longer counts as collected. The invoice's remaining balance reopens by the refunded amount, and the client's portal offers payment again for what is now outstanding.

The portal does not announce the refund. Your client sees the reopened balance, not a message explaining it, so tell them directly when you issue a refund and what you expect to happen next.

Disputes are handled in Stripe's own dispute tools, embedded inside OneTool. Open your organization settings, go to the Payments tab, and expand Disputes. From there you respond to a chargeback by submitting evidence, accepting the dispute, or refunding the payment to resolve it.

The panel is Stripe's, so what you submit there goes straight to Stripe and the card networks. Only the organization owner sees it, and it appears once payment onboarding is fully complete.