A customer's card was declined, or their bank disputed the payment

When a customer tries to pay online and the card is declined, the invoice stays unpaid and the record says so in words — when they tried, the card, and that nothing was charged. Their pay link keeps working, so a different card goes through, or you record a payment if they pay another way. A chargeback is different: the customer's bank has already pulled the payment back, plus a dispute fee, while it decides. The invoice reads Disputed; its note says how much was taken (on a phone that amount leads the invoice, under Held by the bank), why the bank says it was raised, and the date to answer by. You reply with your evidence on Stripe. DeskOps emails you the moment a dispute opens and keeps it at the top of Home (Needs attention on a computer) until the bank decides. Download dispute kit, in that note, gathers your evidence under Stripe's headings and lists what's missing; it never submits anything. If the bank sides with you the money returns; if not, it stays with the customer and the fee is not returned. The fee is booked as a processing fee on the day it was taken, and comes off again if it is handed back.