A customer says their food never arrived and filed a dispute. What do I do?
Updated 7 October 2026
Reply with proof, fast. The customer's bank opens a chargeback and you have 7 to 21 days to answer. Send proof of delivery or the promised time, receipts and your refund policy.
- Cardholders can usually dispute within 120 days. The issuer then usually takes 60 to 75 days to decide.
- To win a 'product not received' dispute, show the food was delivered or not yet due, or that you already refunded.
- Stripe's dispute fee is US$15, £20, €20, AED 60 or ₹1,000. The countered fee is refunded only if you win.
- Clear delivery estimates, updates on delays, receipts and honoured refund policies help prevent disputes.
Keep a record for every order
Menuthere keeps a record of every order with its time, address and status, and gives the customer a live order-status page, so you have evidence to answer a dispute.
Next questions
Sources (3)
- Stripe pricing, Stripe, read 30 September 2026
- How disputes work, Stripe, read 30 September 2026
- Dispute categories, Stripe, read 30 September 2026