Disputes & chargebacks

When a customer disputes a charge on a Truemed order, you can see it and respond to it directly in your Truemed dashboard. Truemed also uses industry-standard fraud tools to keep dispute volume low in the first place. This article walks through what happens when a dispute is filed, what happens if it’s lost, and how Truemed prevents fraud at checkout.

Building a custom integration? See the disputes API overview for how to list, respond to, and track disputes programmatically.

How Truemed handles a dispute

When a customer files a dispute or chargeback on a Truemed order, you can now see it and respond to it directly, without waiting on our operations team:

Stripe alerts Truemed. As soon as the dispute is filed, Stripe notifies us through the Connect account.
It shows up in your Disputes dashboard. The dispute appears with its amount, reason, status, and response deadline, so you always know what’s outstanding and how much time you have.
You build your response. Open the dispute and upload evidence (shipping confirmation, customer communication, fulfillment proof, and similar) directly in the dashboard. A guided response builder highlights which evidence is most likely to win, based on the dispute reason.

Once you submit, Truemed passes your response to Stripe and tracks it through to resolution.

What happens if a dispute is lost

If Stripe rules against the dispute:

The disputed amount is automatically deducted from your next Stripe payout
There is no separate invoice or manual repayment process
Everything flows through Stripe’s standard dispute resolution

Lost disputes follow the same payout-deduction mechanic as any other Stripe chargeback. You’ll see the deduction reflected in your Stripe dashboard alongside the original transaction.

How Truemed prevents disputes

Stripe Radar

All transactions run through Stripe Radar, which uses machine learning across thousands of signals to flag high-risk activity in real time. Radar is the same fraud engine Stripe applies to standard card payments, so HSA/FSA orders benefit from the same baseline protection as any Stripe-processed transaction.

What you can do to reduce disputes

A few merchant-side practices meaningfully lower the chance of disputes being filed in the first place:

Keep product descriptions accurate. Disputes often stem from a mismatch between what a customer expected and what they received. Clear descriptions, sizing, and ingredient lists reduce “item not as described” claims.
Make your refund and return policy easy to find. Customers who can self-serve a refund usually won’t open a dispute.
Respond quickly to support inquiries. Most disputes start with an unanswered email. Same-day responses, even just an acknowledgment, prevent escalation.
Check your Disputes dashboard regularly. Make sure the right team members have access, so nothing sits past its response deadline.

Need help?

Have questions about a specific dispute or need help building your response? Contact merchants@truemed.com. For general questions about fraud prevention or your dispute history, reach out to your Truemed CSM.