What this reason means
Your client says they're owed a refund or credit, for example because they canceled or didn't fully use the package, and haven't received it.
To win, your documents should show at least one of these:
You already gave the refund your client was entitled to.
Your client wasn't entitled to a refund.
Your client withdrew the dispute.
How the lists are organized
Most important: the documents that answer your client's claim. If you have them, please start with these.
Only if you have them: send these only if the situation happened or the record exists, for example if you refunded your client.
Helpful context: documents that support your case, but aren't enough on their own.
Other documents that can help: documents that can help in any dispute.
Your side of the story: a short written explanation in your own words. Please keep it factual, point to the documents you send, and if your client never contacted you before disputing, say so clearly.
Some documents only apply to how you coached your client. They're marked online coaching, in-person coaching, or booked sessions (sessions held by video call or in person). If a note doesn't match how you coached, you can skip that document.
Documents to prepare
Most important
Refund terms: Send the refund terms your client saw, at checkout or on your website, and show how they could contact you.
Messages with your client: Send messages with your client, in Everfit or elsewhere, about their refund request and your reply, and any messages confirming or rescheduling sessions. Add notes of any phone calls. Hide any health details.
Whether a refund was owed: If no refund was owed, explain which term your client didn't meet and point to the documents that show it. Leave out any health reasons.
Signed agreement at that price: If your client signed an agreement with you, send the pages showing the price, billing schedule and date signed. Hide any health details.
Only if you have them
Cancellation terms and refund effect: If your client says canceling entitled them to a refund, send your cancellation terms and what refund or credit they give, if any.
Client's cancellation on record: If your client says canceling entitled them to a refund, send a screenshot from Everfit showing whether and when they canceled, compared with your refund or cancellation window.
Refund on the disputed charge: If you refunded your client, in Everfit or another way like a bank transfer, send the refund record showing the date, amount, reference and status. If it's still pending or failed, say so. Hide other transactions and account numbers.
Program use under the refund terms (online coaching): Send screenshots from Everfit showing when your client logged in and used the program, including any use after they canceled or asked for a refund.
Sessions and credits used (booked sessions, online or in person): Send the sessions booked and credits used for this package, from Everfit or your own booking, calendar or attendance records (including no-shows), including any after your client canceled or asked for a refund. Hide any health details.
Refund and cancellation clauses in a signed agreement: If your signed agreement has refund or cancellation terms, send those pages and the dated signature page. Hide any health questionnaire answers.
Package page and checkout as shown: Send the package page, checkout and confirmation screen as your client saw them, showing the price and currency, and your website or posts if your client says the price there was different.
Billing terms: If the dispute depends on how billing works, send your billing terms from the checkout or your website: price, schedule, tax, currency and keeping a card up to date.
Your side of the story
Explain whether a refund was owed under the terms the client accepted, and why.
Other documents that can help
These can help with any dispute reason, so please send them if you have them.
Package description: Send how your package was described when your client bought it: the Everfit package page (name, price, what's included, any live sessions) and anything you posted elsewhere, like your website. Use a version from the purchase date if you have one.
Signed coaching agreement: If your client signed a contract, waiver or intake form outside Everfit, send the pages showing the agreed terms, their signature and the date. Hide any health details.
Refund or compensation given before the dispute: If you refunded your client before the dispute, in Everfit or another way, or gave them something in place of what they paid for, send the refund record or the messages that show it. If a refund is still pending or failed, say so. Hide unrelated transactions.
Client withdrew the dispute: If your client has withdrawn the dispute, send their message or proof, like their bank's confirmation email or a screenshot of their statement. You should still submit your other documents. Hide unrelated account details.
Document requirements
Your client's bank only reviews documents that meet these requirements, so please check your files before you send them:
File types: PDF, JPG or PNG only.
Size: all your files together must be 4.5 MB or smaller.
Pages: the limit depends on your client's card: 19 pages or fewer for some cards, fewer than 50 for others. We'll let you know the limit for your dispute.
Layout: US Letter or A4 pages in portrait, with text at 12 pt or larger. Please make sure every page is easy to read.
Screenshots: crop them to what matters, and point it out with bold text, callouts or arrows rather than color highlighting.
Audio, video and links: banks don't open these, so please send a screenshot or a short written summary instead.
Privacy: send only the relevant part of a conversation or log, with dates and who took part, and please hide any health details, such as diagnoses or medical history.
A few things to keep in mind
Documents can be submitted only once and can't be changed afterward, so please make sure everything you want to include is ready.
Sending sufficient and appropriate documents may increase the chances of winning the dispute, but it does not guarantee it.
We'll help review your documents and submit them to Stripe, and Stripe will forward them to your client's bank. The final decision rests with your client's bank, which reviews your documents and decides the outcome. Neither Everfit nor Stripe decides the dispute outcome.
Looking for a different dispute reason? See Preparing your documents for a payment dispute.