Bank disputes and held payouts
Updated 4 November 2026 · 2 minute read
Sometimes a buyer asks their bank to reverse a card payment, instead of reporting a problem on klodivo. That's a bank dispute, also called a chargeback. The bank takes the money back from klodivo straight away and decides who is right, usually within 2 to 3 months.
What we hold, and why
If the parcel didn't ship with tracking, we take your part of the disputed payment and the bank's dispute fee back from your Stripe balance (from that order's money, or its reserve; anything missing comes off your next released money) and hold it until the bank decides. Everything else is paid out as normal. You can see every hold under Payouts, Bank disputes.
If the parcel shipped with tracking, nothing is held. klodivo carries the risk for tracked parcels.
When the bank decides
- In your favour: the held money goes back to your Stripe balance and is paid with your next payout.
- In the buyer's favour: the held money covers your share of the loss and Stripe's dispute fee. If it doesn't cover all of it, the rest comes off your next payout.
Help us win it
We answer the bank for you with the order, the messages and the shipping details. If we ask you for photos, a receipt from the post office or anything else, reply quickly: banks give us only a few days.
Five open disputes freeze your store
With 5 bank disputes open at the same time, your store is frozen: your listings are hidden, nobody can buy from you, and all your payouts are held. Ship the orders that are already paid as usual. The freeze lifts by itself once the banks have decided all of them. If you think it's a mistake, contact us.
How to avoid disputes
- Ship with tracking, especially for valuable orders.
- Describe the condition honestly and show real photos of used items.
- Answer messages from buyers within a day. Most disputes start with a buyer who couldn't reach the store.
The 10% reserve is something else: 10% of every order stays in your Stripe balance until 90 days after the buyer paid, for every store, and is then paid to your bank.
Still stuck? Contact us; we reply within 2 business days.