Context
When a studio issues a chargeback via their bank, Stripe sends a dispute webhook. We need a policy for how to respond automatically before Customer Success investigates.
Decision
Auto-freeze the account on chargeback webhook receipt. Studio loses access immediately. Customer Success has the standard Stripe window (typically 7–21 days depending on card network) to respond with evidence before the dispute resolves.
Alternatives Considered
- Wait-and-see (no immediate action) — studio retains access while dispute is open. Rejected: studio could continue extracting value (running projects, exporting data) while disputing payment. Also weakens our dispute evidence ("they kept using it").
- Immediate termination + data deletion — too aggressive; dispute may resolve in our favour and we'd need to restore. Rejected.
Consequences
- Phase 1.5.x build: Stripe webhook handler listens for
charge.dispute.created→ triggers account suspension (same soft-suspend state as non-payment). - If dispute resolves in our favour: auto-unfreeze or manual CS reactivation.
- If dispute resolves against us: account stays frozen; treat as churned.
- Document in ToS §4.3 (suspension for payment disputes) and AUP.
- Customer Success SLA for responding to disputes: aim for < 3 business days to gather evidence.
Revisit trigger
If auto-freeze causes significant false-positive friction (friendly fraud rare enough that wait-and-see is lower cost). Review after first 20 chargebacks.