Handling Disputes

While most transactions on Steader go smoothly, occasionally issues arise. This guide helps you handle disputes professionally and protect your reputation.

Preventing Disputes

The best dispute is one that never happens. Follow these practices:

Accurate listings — Photos and descriptions should match what you deliver
Clear communication — Update order status promptly and message about any changes
Quality control — Only sell products you'd be proud to buy yourself
Fair policies — Be upfront about your practices for substitutions, refunds, or weather delays

When Issues Arise

Step 1: Respond Quickly

When a buyer contacts you with a concern:

Respond within 24 hours — Even if just to acknowledge their message
Stay calm and professional — Assume good intent
Listen first — Understand their concern fully before responding

Step 2: Assess the Situation

Common disputes involve:

Product quality or freshness
Incorrect items or quantities
Missed pickup/delivery
Miscommunication about order details
Damage during transport

Step 3: Offer a Fair Resolution

Consider these options:

Replacement — Offer to replace the item at next pickup/delivery
Partial refund — For minor quality issues or partial problems
Full refund — For significant issues or complete dissatisfaction

How to Process Refunds

All refunds must be processed through your Stripe dashboard:

Log into dashboard.stripe.com
Find the transaction in your payments list
Click "Refund" to process that refund
Add a note about why (for your records)
Confirm the refund

Note: Refunds typically appear in the buyer's account within 5-10 business days. Always message the buyer on Steader to confirm you've processed their refund.

Steader Mediation

If you can't resolve an issue directly with the buyer:

For Payment Disputes (Chargebacks)

Handled entirely through Stripe
You'll receive email notification from Stripe when this occurs
Respond with evidence through Stripe dashboard
Include order details, messages, and delivery confirmation

For Non-Payment Disputes

Either party can request Steader's help
Report within 72 hours of delivery/pickup
We'll review messages and order details
Goal is fair resolution for both parties

Protecting Yourself

Document Everything

Take photos of orders before pickup/delivery
Save messages about special requests
Keep notes about regular customers' preferences
Screenshot important conversations

Set Clear Expectations

Include policies in your profile bio
Mention important details in product descriptions
Communicate pickup/delivery procedures clearly
Be specific about what you're selling (size, quantity, variety)

Know When to Walk Away

Some situations aren't worth the stress:

If a buyer is repeatedly difficult
When the dispute amount is minimal
If someone becomes abusive or threatening

In these cases, issue a refund and consider blocking the user. Notify Steader of any abusive behavior from another user.

Best Practices

✅ DO:

Respond professionally, even if the buyer is upset
Take responsibility when appropriate
View disputes as learning opportunities
Follow through on promised resolutions
Document everything

❌ DON'T:

Argue or become defensive
Make promises you can't keep
Ignore messages hoping they'll go away
Discuss disputes publicly
Process refunds outside of Stripe

Common Dispute Scenarios

"The eggs were broken"

Response: "I'm so sorry that happened! I pack carefully, but sometimes transport is rough. I'd be happy to replace them at our next pickup or issue a partial refund for the broken ones. What would you prefer?"

"This isn't what I ordered"

Response: "I apologize for the mix-up. Can you send me a photo of what you received? I'll make this right immediately with either the correct item or a full refund."

"The produce wasn't fresh"

Response: "I'm concerned to hear that. Everything was harvested [timeframe]. Can you describe what seemed off? I want to ensure you get the quality you expect from my farm."

"You never showed up for delivery"

Response: "I'm very sorry for the confusion. Let me check my delivery notes for today. Can you confirm your address and delivery window? I'll resolve this right away."

Remember

Most buyers are reasonable when treated with respect
Your reputation is built over many transactions — one dispute won't ruin it
Learning from disputes helps you improve
Sometimes a small loss prevents a bigger problem

Need more help?

Review our Trust & Safety Program
Read about Order Management
Contact support at hello@steader.com

Remember: How you handle problems says more about your business than how you handle successes.