CrateOps Operator Chargeback and Dispute Policy

This page explains how card disputes and chargebacks are handled for operators using Stripe through CrateOps.

Operator Responsibility

• The operator is responsible for the underlying customer transaction, fulfillment records, and customer communication.
• The operator must maintain accurate booking records, delivery/pickup records, and communication history to respond to disputes.

Dispute Response

• If a chargeback or card dispute is opened, the operator must provide requested evidence promptly.
• Reasonable evidence may include signed agreements, delivery confirmations, pickup confirmations, invoices, emails, text confirmations, and photographs.
• CrateOps may provide platform records or assist with submission flow, but does not guarantee dispute outcomes.

Financial Impact

• Chargeback losses, reversal amounts, and processor fees associated with the operator's transactions remain the operator's responsibility unless otherwise required by law.
• CrateOps may offset unpaid dispute-related amounts from future payouts where permitted by the platform agreement and payment processor rules.

Prevention Expectations

• Operators should keep clear pricing, booking terms, service area rules, and contact information visible on their booking page.
• Operators should respond to customer support issues promptly to reduce avoidable chargebacks.