For agencies, freelancers, consultants, bookings, and events
Answer service disputes with your contract and proof of delivery
Clients dispute work they approved, appointments they missed, and events they bought tickets for. The bank needs to see what was agreed in writing and dated proof of what was delivered.
The disputes you'll see most, and what answers them
The client says the work wasn't what was agreed.
What answers it
- The signed contract or proposal setting out the scope
- The delivered work, dated, matched to that scope
- The client's approval or use of the work
When accepting is the better choice
There's no written scope, or the client rejected the work before disputing.
The client says the service never happened.
What answers it
- Dated proof the work or session happened: files, call records, attendance
- The agreement setting out what and when
When accepting is the better choice
Nothing was delivered, or you cancelled or moved the booking without agreement.
A customer who cancelled or didn't show up wants their deposit back.
What answers it
- The cancellation terms they accepted at booking
- Whether they cancelled in advance or didn't show up
- Your written reply to their request
When accepting is the better choice
You cancelled the booking, or no cancellation terms were shown.
Questions
I don't have a signed contract. Can I still respond?
Yes, if the client agreed to the scope in writing another way, such as by email or by accepting terms at checkout. With nothing in writing, a quality complaint is hard to rebut, and the honest rating will say so.
A customer didn't show up and disputed the deposit. What wins?
The cancellation terms they accepted when they booked, and a record that the appointment went ahead without them. If you cancelled or rescheduled it, refunding is usually the better choice.
Can healthcare or clinical services use Upheld?
No. Upheld doesn't handle health information, so healthcare and clinical services are out of scope.
Does a won dispute still count against my account?
Yes. A dispute counts toward your dispute rate with Stripe and the card networks whether you win or lose, so preventing disputes matters as much as winning them.
Will Upheld send anything to the bank without my approval?
No. You read every sentence of the response, with the source of each fact beside it, and nothing is submitted until you approve it. With the free tool, you copy the draft and submit it yourself.
Have a dispute open now?
Get a draft built only from your answers, the evidence to attach, and an honest read on whether it's worth fighting. No sign-up.
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