My client is disputing a payment — what happens and what do I do?

If a client formally disputes an invoice they paid through Juuli, don't worry — you are not on your own. Because Juuli acts as the Merchant of Record (MoR) on your marketplace invoices, we take on the compliance and payment-handling side of the relationship. Here's exactly what happens and the small part you play.

What a dispute actually is

A dispute (sometimes called a chargeback) is raised by your client's own card provider when they question a charge — for example because they don't recognise it, expected a refund, or are unhappy with the work. It is a formal process governed by the card networks, not just a message to you.

The regulated e-money services behind your account are provided by Stripe Technology Europe, Limited, an Electronic Money Institution authorised by the Central Bank of Ireland (firm ref C187865). When a client opens a dispute, it flows through this regulated infrastructure and Juuli is notified automatically.

What happens on Juuli's side

The dispute is recorded against the relevant invoice the moment it is opened, and its status is tracked through to resolution.
The disputed amount may be temporarily held while the case is reviewed — this is standard for the card networks, not a decision by Juuli.
As Merchant of Record, Juuli manages the formal response and the tax/compliance paperwork on the invoice, so you are not left handling regulatory steps alone.

What you should do

Reach out to your client first. Many disputes are simple misunderstandings — a quick conversation can lead them to withdraw it.
Gather your evidence: the agreement or brief, proof the work was delivered, messages, and the original invoice. Clear records are the strongest defence.
Email us at support@juuli.com with the invoice reference and your evidence. We'll guide you and submit the response through the proper channel.
Avoid issuing a separate refund or asking the client to pay again outside Juuli while a dispute is open, as this can complicate the case.

How it's resolved

Once the response and evidence are submitted, the client's card provider reviews everything and decides the outcome. If the dispute is resolved in your favour, the funds remain with you. If it is upheld, the amount is returned to the client. We'll keep you informed of the status as it updates.

A note on fees and security

Juuli's standard Merchant of Record service fee (4.5% per invoice) reflects the work already done on the original invoice. Also remember: Juuli will never ask for your password or 2FA code. If anyone contacts you claiming to "resolve a dispute" and asks for these, it's a scam — ignore it and tell us.

Still have questions? Email our support team at support@juuli.com — share your invoice reference and we'll help you respond to the dispute step by step.