Understanding Payment Disputes (Chargebacks)
A dispute, also known as a chargeback, occurs when a cardholder questions a charge on their account and contacts their card issuer. When this happens, the payment is immediately reversed and the card network applies a dispute fee.
The disputed amount and dispute fee are temporarily deducted from your account while the dispute is under review.
How the Dispute Process Works
If a dispute is opened against a payment made through TurboTenant, Stripe follows this process:
Notification — TurboTenant's Trust & Safety team will contact you by email when a dispute has been filed by your tenant through their card issuing bank.
Deduction — Because the funds were previously paid out to you, the disputed amount will be automatically reversed from your account and reflected on your accounting dashboard. Allow 24–48 hours for the debit to appear on your bank statement and account balance.
Details & Evidence — You'll receive a description of the dispute and any available claims made by the cardholder.
Resolution — The card issuer reviews both sides and makes a final decision. If the dispute is resolved in your favor, the funds are returned to your account. If the cardholder wins, the payment remains reversed. The decision is final and made solely by the card issuer.
Note: The disputed amount may be more or less than the original payment depending on what has been filed by the tenant with their card issuing bank.
How Long Does It Take?
The full lifecycle of a dispute, from the moment it's initiated to the final decision, can take 2–3 months.
Important Notes
Card disputes are reviewed and determined by the tenant’s card issuer and card network. While evidence may be submitted in certain situations, TurboTenant does not control the outcome of the dispute process.
If you believe the payment was valid, we recommend contacting your tenant directly regarding repayment or any lease-related enforcement options available to you.
Disputes are also reviewed internally for potential fraud or platform abuse. Additional restrictions may be placed on the tenant’s account if warranted.